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Teleperformance USA Sr. Manager of Employee Relations - HR Knowledge Center in Olympia, Washington


Your footprint will be to staff, build and develop an Employee Relations and Escalations Team that is responsible for solutioning all employee relations cases across the US. This position will create and manage metrics' and KPI's. You will provide direction, support and recommendations for the resolution of critical and impactful employee relations activities. You will provide consultation and coaching to our Operations Team and employees in related areas such as (but not limited to): workplace investigations, sophisticated performance management, conflict resolution, and all employee wellbeing concerns.

You will be required to build strong partnerships and work closely with all levels of management, the Human Resources Business Partners, the Legal Department, The Global Incident Response Team, and the HR Knowledge Center. Finally you will be responsible for the day to day performance and development of the Employee Relations Specialists while ensuring all departmental metrics are met.


  • Staff, build and develop the Employee Relations and Escalations Team that is responsible for supporting all employee relations cases across the US, ensuring it will meet required metrics and KPI's.

  • Create metrics to demonstrate full-scope performance (for successful measurement) of Employee Relations and Escalations Team with reporting that will allow for the identification of root cause analysis to problem solve for real world problems.

  • Demonstrate a solid understanding of company policy, culture and values, and use that understanding to: make recommendations about the resolution of sophisticated and unique employment related issues; and, support vital interactions between managers and employees to drive positive outcomes

  • Conduct timely, objective, and thorough internal investigations including but not limited to allegations of harassment, discrimination, accommodation, and retaliation and prepare all required documentation.

  • Engage as a trusted adviser and subject matter authority who provides coaching on critical work-related concerns related (but not limited to): workplace investigations, performance concerns, conflict resolution and critical exit matters for your Employee Relations Team.

  • Where applicable, draft well-written investigation-related documents, including leader/HRBP talking points, written warnings, case executive summaries and other documents with little supervision.

  • Promote knowledge and understanding of Company policy and of relevant employment laws through coaching, and training as required to the Operations Team, or as needed among other departments within the organization.

  • Assist with other Employee Relations project work and consultations related to the employee experience as needed.


  • Bachelor's degree in Business or HR Related preferred, but not required with proper experience.

  • 7+ years of experience working as an Employee Relations and/or HR Manager supporting an HR team with a proven ability to conduct workplace investigations preferred.

  • Experience leading multiple, concurrent, high-priority employee relations activities with a focus on providing clear guidance and timely and consistent execution

  • Ability to review concerns holistically, anticipate potential issues and diagnose the root cause through active listening and conscientious inquiry.

  • Effective in detailing and documenting case notes, investigation summaries, and correspondence with employees and partners

  • Ability to work both autonomously and as a team, while developing strong professional relationships with peers, managers, executives, and cross-functional teams across diverse organizations

  • Demonstrate commitment to helping employees and managers be successful and achieving those results in alignment with what we value

  • Solid understanding and capability to communicate about Federal, State and Local regulations; ADA, FMLA and Leave of Absence procedures.

  • Strong written and verbal communication.

  • Ability to do business with an absolute commitment to the TP USA Values.