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Call Center - Human Resource Director
Code: CC-HR-Dir |
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| Job Description: |
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| The Call Center Human Resource Director is responsible for planning, directing and coordinating the human resource activities for this global corporation including compensation, recruitment, policy development, regulatory compliance, and organization development to maximize the strategic use of human capital resources. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Oversee and direct recruiting efforts |
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Provide strategy for building skilled and effective team to effectively lead company growth |
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Administer compensation, benefits and performance managements systems |
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Direct and develop the department management and staff on organizational policy matters |
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Develop, review and monitor policies and procedures for human resources department including, recruiting, training, record keeping, etc. |
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Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements |
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Oversee creation and implementation of new employee orientation, training, monitoring and performance platform |
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Create and implement new employee orientation, training, monitoring, and performance platform |
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Serve as a liaison between employees and their supervisors to ensure open lines of communication |
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Oversee recruiting, screening, and interviewing program for potential candidates, to include strategizing and selection techniques, and ensuring that candidates are properly tested and investigated |
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Manage maintenance of accurate job descriptions, which comply with the call center standards and general laws and regulations per position |
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Periodically Review and maintain employee handbook and policies and procedures manual. Implement changes as necessary |
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Develop and maintain general control methods, records, and files as required for effective personnel functions to ensure compliance with applicable provisions of laws |
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Coordinate and/or participate with supervisors in disciplinary and/or termination proceedings |
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| Job Requirements: |
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Bachelor’s degree preferably in Human Resources; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the human resources department of a large-scale call center |
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Comprehensive understanding of human resources principles and employment law |
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Proven ability to work independently and oversee all aspects of human resources |
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Proven ability to effectively direct and develop the management team of the human resource department |
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Possess strong leadership, project management and problem analysis skills |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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