Human Resource Generalist

Human Resource Generalist

Job Category: IKS Requisition Number: HUMAN001842

Location: On Site, Coppell, Texas

Reports To: Director- HR

Employment Type: Full-Time

Job Summary

We are seeking an experienced and adaptable Human Resources Generalist to support our fast-paced Healthcare Contact Center. In this role, you will be the primary HR point of contact for a blended workforce of onsite and remote customer service teams. You will partner with contact center leadership to drive employee engagement, manage employee relations, ensure compliance with multi-state labor laws and healthcare regulations, and support high-volume talent initiatives.

The ideal candidate brings a deep understanding of US employment law, thrives in a metrics-driven call center environment, and knows how to build culture across distributed teams.

Key Responsibilities

• Act as a trusted advisor to contact center managers and supervisors, providing coaching on conflict resolution, team dynamics, and effective leadership.
• Conduct objective, thorough, and timely workplace investigations for both onsite and remote employees, providing actionable recommendations.
• Develop and execute retention strategies and engagement initiatives specifically designed for a blended workforce to prevent burnout and reduce high-volume contact center turnover.
• Serve as the primary point of contact for employee inquiries regarding policies, benefits, and workplace concerns.

Performance Management

• Partner with contact center leadership to align HR practices with operational metrics (e.g., QA scores, Average Handle Time, Schedule Adherence).
• Guide managers through the progressive discipline process, including drafting and reviewing Performance Improvement Plans (PIPs) and corrective actions.
• Facilitate the annual performance review cycle and support continuous feedback practices.

Compliance & HR Operations

• Ensure strict compliance with federal, state, and local employment laws across all states where remote employees reside (e.g., FLSA, FMLA, ADA, state-specific sick leave and wage laws).
• Maintain a strong understanding of healthcare compliance (e.g., HIPAA) and ensure HR practices align with industry regulations regarding confidentiality and patient data security.
• Manage leave of absence (LOA) administration, ADA accommodation requests, and workers' compensation claims.

Onboarding & Talent Support

• Collaborate with Talent Acquisition to support high-volume hiring classes, ensuring candidates meet the specific behavioral and technical requirements of a call center.
• Oversee a seamless onboarding experience that integrates both onsite and remote new hires into the company culture and ensures they are fully equipped for their training nesting periods.
• Conduct stay interviews and exit interviews to gather actionable feedback for continuous improvement.

Required Qualifications

• Experience: 6-7 years of progressive HR Generalist experience within the United States.
• Industry Background: Previous experience supporting a call center or contact center environment is heavily preferred.
• Workforce Management: Proven track record of supporting a hybrid or blended workforce (managing both onsite and fully remote teams).
• Compliance Expertise: Strong working knowledge of US federal employment laws (FMLA, ADA, FLSA) and experience navigating multi-state employment regulations.
• Education: Bachelor's degree in Human Resources, Business Administration, or a related field (or equivalent practical experience).

Preferred Qualifications

• Active HR Certification (SHRM-CP or PHR).
• Experience operating within a modern HRIS (e.g., Workday, UKG, ADP).
• Being bilingual (English/Spanish) is a plus.

Compensation and Benefits: The base salary range for this position is $72,000k-$75,000k. Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc. IKS Health offers a competitive benefits package, including healthcare, 401k, and paid time off (all benefits are subject to eligibility requirements for full-time employees). IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.