Remote HR Manager - VA Retention, Performance & Culture

About Valatam

At Valatam, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of our business, and we are proud to be certified as a Great Place to Work® (2025–2026), proof that an exceptional employee experience leads to outstanding client results.

About the Role

As Human Resources Manager, you will build a results-driven HR function that reduces preventable turnover, proactively addresses Virtual Assistant concerns, ensures effective management of client-reported performance issues, and continuously improves the Virtual Assistant experience while maintaining efficient HR operations and supporting company objectives.

This is an internal leadership role at Valatam, with hands-on responsibility for strategy and execution.

Key Responsibilities

• Develop and execute strategies to improve VA retention, reduce preventable turnover, and monitor retention KPIs and early warning signs
• Analyze resignations, client-requested replacements, and turnover causes to identify improvement opportunities
• Design and run satisfaction surveys and feedback mechanisms, and implement action plans for recurring concerns
• Lead, coach, and hold the HR team through one-on-ones, performance reviews, and clear KPIs
• Oversee VA performance concerns and client feedback, including Performance Improvement Plans (PIPs) and timely follow-up
• Ensure timely resolution of VA complaints, concerns, and requests
• Prepare and present HR reports with actionable insights, and develop HR strategies aligned with company objectives
• Develop, update, and enforce HR policies, SOPs, and procedures, and oversee disciplinary matters and compliance with company policies
• Oversee VA onboarding and offboarding, HR records, and compensation and benefits administration
• Lead VA engagement, recognition, culture, and volunteering initiatives
• Optimize HR processes, tools, and workflows, identifying opportunities to standardize and automate
• Other related tasks as needed

About ValatamAt Valatam, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of our business, and we are proud to be certified as a Great Place to Work® (2025–2026), proof that an exceptional emplo...

• Fluent in English (C1/C2)
• 3–5 years of experience in HR, People Management, Employee Relations, or related fields, including at least 2 years in a leadership role.
• Experience in the Staffing, BPO, or Outsourcing industry is preferred.
• Bachelor’s degree in Psychology, Human Resources, Business Administration, or a related field is preferred.
• Strong analytical skills to translate HR data and trends into actionable retention and satisfaction initiatives.
• Proven ability to lead teams, establish KPIs, drive accountability, and achieve measurable results.
• Experience managing employee satisfaction, retention, performance improvement plans, and conflict resolution.
• Excellent interpersonal, communication, and stakeholder management skills.
• Strong organizational, problem-solving, prioritization, and follow-through skills.

ONLY APPLICATIONS AND RÉSUMÉS SUBMITTED ENTIRELY IN ENGLISH WILL BE REVIEWED AND CONSIDERED FOR THE RECRUITMENT PROCESS.