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Analyst, Human Resources

El Paso, TX, US, 79936


The Human Resources Analyst is a hands-on, individual contributor role responsible for providing daily consultation to the contact center in support of the business unit’s needs.  This includes oversight of all HR functions, with an emphasis on compliance, employee relations, continuous performance management, payroll and benefit support.  Individual will collaborate internally and externally to solve human resources problems and direct solutions.  Success in this position will be reflected in overall HR compliance, improved employee retention, relations and morale, and ultimately successful growth of the business unit.  *This position is onsite when our facility is safe to re-open, however, individual may work remotely from home until such time.  Local candidates only.



  • Ensure the organization's compliance with local, state and federal regulations
  • Oversee communication, education and compliance of employee handbook policies and procedures and related changes
  • Respond to, investigate, and work to resolve employee relations issues such as employee complaints, payroll discrepancies, harassment allegations and other civil or labor law inquiries.
  • Partner with Recruiting and Training to ensure all new hire pre-employment and client-required testing and training is timely and compliant.
  • Answer questions and partner with Benefits Team to ensure enrollment of new hires & new participants in all benefit plans. Facilitate communication and education of staff during annual open enrollment.
  • Partner with HR LOA SME’s to educate site leaders and employees regarding FMLA, Paid Family Leave, Short Term Disability, and Workers Compensation. This includes maintaining contact with employees on return to work dates, work restrictions, necessary paperwork for compliance, and providing UNUM support information.
  • Partner with all levels of site operations to review employee attendance, performance, and attrition risk, including KPI’s and agent scorecards.  Provide coaching, communication training, mentorship, guidance, support, and performance feedback.  Ensure agents are receiving and utilizing all training and tools necessary to provide exceptional customer service for clients.


  • Knowledge of a broad range of human resource strategies and practices, including compensation, performance management, safety, hiring and employee relations; able to apply these strategies and practices in compliance with Federal and State employment regulations
  • High degree of confidentiality, integrity and sound judgment. Negotiation skills, project management and change management skills. Strong business acumen, time management and priorities management skills.
  • Excellent verbal and written communication skills.  Adept listener.
  • Ability to work in a fast-paced, quickly changing, rapidly growing, highly demanding environment
  • Skills to effectively navigate a high volume of HR issues, de-escalate and resolve conflict, simplify complex situations, and communicate policies, reasoning, and outcomes in a manner easily understood.
  • Applies empathy and understanding to all situations, yet tenacious when challenged to bend or break.
  • 4+ years of HR Generalist experience, BPO, contact center, or customer service industry experience required.
  • SAP Successfactors experience desired.
  • Bachelor’s Degree required.

About United Call Center Solutions, LLC dba Continuum Global Solutions
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.

Nearest Major Market: El Paso