Teams at Teleperformance

Senior HR Business Partner responsible for coaching HRBPs, advising on complex employee relations matters, delivering people strategy and cross-functional projects, developing policies, supporting organisational change, analysing people data, and ensuring compliance with UK employment law. The role partners with senior stakeholders, managers, employees, and trade unions in a contact centre environment while promoting employee wellbeing, continuous improvement, and effective HR practices.

Provides live chat support by managing multiple customer conversations, resolving issues at first contact, documenting interactions, navigating internal systems, and assisting vulnerable customers with empathy. The role requires excellent written English, strong typing skills, multilingual capability in Spanish, Italian, or Portuguese, and flexibility to work rotating 24/7 shifts in a Dublin office.

Develops and delivers employee training, conducts training needs analysis, creates learning materials, evaluates effectiveness, and provides coaching. Maintains quality standards, audits customer interactions across support channels, analyzes quality trends and dashboards, identifies process gaps, and partners with operations on corrective actions and continuous improvement.