What you will do:

• Serve as a trusted advisor to all business units in MSQ operating with a high EQ and precision communication skills and empathy
• Deep expertise in conducting investigations, both US and global; including thorough documentation, data review/research, interviewing, and delivering outcomes including termination discussions as necessary
• Experience in conducting in highly confidential employee relations, including sensitive issues; Working closely with the legal team in a variety of critical matters
• Be the point person in the following areas: employee relations, investigations, performance management, development/coaching and career progression
• A deep understanding and experience in managing attrition for both employees and freelance independent contractors and vendors
• Verifiable experience in the following areas: FLSA, Exempt vs Non-exempt populations, Call center Operations & Design
• Partner with Services business units to adhere to metrics such as; Quality Delivery, Production Outcomes, Absenteeism, Engagement and Key Performance Indicators/Metrics
• Work successfully and collaboratively in a global, matrix team environment, willing to work a flexible schedule to accommodate peak times as needed
• Strong track record of partnering and influencing leaders, including front-line management and executives; being resilient, adaptive and attentive with patience 
• Strong Change management background, including influencing through resistance to adoption
• Ability to assess Attrition Trends & Factors, and suggest improvement solutions
• Assist in the development and implementation of Human Resource policies
• Ensure all of People Ops processes and activities are in compliance and kept up-to-date in line with current legislation, including management and maintenance of people data, and required compliance training
• Ensure security, quality, timeliness, and proper use of people data and information
• Ability to quickly learn and absorb MSQ’s system tools and processes including Zendesk operations including ticket management
• Practical experience and application/use of various forms of analytics e.g. dashboards, ticket data, spreadsheets and be able to make informed changes and improvements based on data analysis
• Based on data, create hypotheses and business scenarios to present improvement opportunities
• Well-grounded and experienced in large-scale change management process and design
• Oversee HR reporting and data analytics (creating reports, dashboards, and strong narratives derived from trends founds in recent people relation activities to share with executives)
• Build frameworks and roadmaps to gain buy-in with senior leadership on people / HR-related programs
• Looking holistically and at how the details to tell a story about what we are seeing and experiencing, looking back, and having the foresight to share those potential needs/risks with services leaders
• Build Learning and Development with an eye toward “improving our workforce, improves our clients.”
• Oversee performance management processes and develop a framework that is usable for our unique and forward-leaning culture
• Serve as a change agent and sponsor across all technical upgrades in the People Team operating environment
• Oversee employee onboarding and help organize training & development initiatives
• Provide guidance and training to team members in various HR-related topics such as leaves and compensation and resolve any issues that may arise
• Promote HR programs to create an efficient and conflict-free workplace

Requirements:

• 2-4 years of proven experience as a HR Generalist to inlcude; Program / Project Management, Employee Relations, Performance Management
• Understanding of general human resources policies and procedures with special emphasis on compliance and positive employee relations
• Extensive knowledge of US employment/labor laws
• Outstanding knowledge of MS Office; HRIS experience will be a plus
• Excellent communication and people skills
• Aptitude in problem-solving
• Experience supporting a call center virtual work environment
• Professional certifications from SHRM and other certifying organizations
• Team building and team management experience
• Change management project leadership skills
• Skill Sets in building, scaling and operating/optimizing in People, Process and Technology domain

What We Are Looking For:

• A person who is culturally fit
• Can handle shifting priorities
• Truly influence head leaders
• Resilient
• US Labor law and sensitive investigation background
• Go-getter
• Works independently & collaboratively
• Takes initiative (always two steps ahead)
• Master juggler
• Can handle hard conversations
• Strategically help leaders figure out the answer to their problems and define "what’s in it for them"
• Strategic communicator
• Super start-up environment committed
• Adaptable and wants to grow w/MSQ
• Thrives off of problem-solving and chaos
• Not an order taker
• Creative from strategy to execution