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Human Resources Manager

Req ID#:  88646

Knoxville, TN, US, 37922

Human Resources Manager

Human Resources

Do you believe in what you do? Can you feel it? Do you have what it takes? How strong is your commitment?


These are the types of questions we encourage our 75,000 associates to ask themselves every day. They are thinkers, doers, believers, achievers, leaders...


You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do.


Our growing company is currently seeking a Human Resources Manager to support our site in Knoxville, TN.



Budget Responsibility

Labor Contracts, as applicable


Compensation: Local Market Analysis and Recommendations, Retention & Engagement initiatives

HR Reporting, Analytics & Audits

Talent Management (i.e.9 Box, Succession Planning, Career Planning, Growth Point development to ensure we have a strong talent pipeline)

Performance Management: Supports Annual Appraisal cycle, Provide guidance, as needed, of all Non-Agent Performance Improvement Plans and Final Corrective Actions.

Training: Delivery of Annual Compliance Training, Growth Point HR Curriculum,

Employee Relations:

Investigates and addresses employee complaints.

Conducts internal investigations and make recommendations for a resolution which includes ER Ticket and Ethics Points,

Provide management and employees with information and interpretation of human resource policies, rules, and procedures.

Conflict Resolution:

Provides guidance to employees and management in exploring alternatives methods for the resolution of work-related problems affecting the employer-employee relationship.

Approves all suspensions, reasonable suspicion drug testing

Review all Separation Request Summaries (SRS) prior to submission for approval as per the Approval Matrix.

Compliance: Ensures compliance with Sitel & Client policies and all laws.

Leaves of Absence (i.e. Medical, Military, Personal): Supports the FMLA process ensuring understanding and compliance by both managers and associates.

Accommodation: Manages the ADA, Interactive Process in partnership with the associate’s manager.

Health & Safety: Workers Compensation, Works with local leaders to ensure we are providing a healthy and safe work environment.

HRIS: Workflow Approvals & Data Audits,

Recruiting: Selection, Background Adjudication; Supports local recruiting needs for community outreach, job fairs and, as needed, local sourcing.

Employment Files ensuring compliance, data integrity, and information security: I9s

Benefits: Partners with Benefits Team to ensure timely delivery of applicable benefit eligibility information and/or benefit changes (i.e. Open Enrollment)

Payroll: PIFs, Bonus Approvals, Agent Pay Plans Attend Unemployment hearings.

Support in the delivery of overall HR responsibilities,

Other duties as required.



Strong written communication skills: Prepares appropriate documents, including reports on associate relations issues; creates and delivers correspondence suitable for a variety of audiences – associates, clients, management, external sources; presents information such as documentation of an event and/or corrective action in a logical sequence that is suitable for internal and external use.

Strong interpersonal and collaborative skills, including presentation, facilitation and negotiation.

Excellent customer service skills.

Strong time management and organizational skills: Multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments.

Demonstrated critical thinking, problem-solving and employee relation abilities.

Ability to maintain a high level of professionalism and confidentiality.

Ability to communicate unpleasant news and difficult information in a productive, prompt and appropriate manner.

Ability to address personnel issues in a confidential, professional manner.

Ability to interview and select staff. Coaches, mentors and motivates others to achieve goals.

Evaluates operational and client needs in relation to recruiting and associate relations goals.

Develops and implements action plans.

Works closely with Site Director to meet site goals and improve associate retention.

Analyzes past performance and recommends appropriate actions.

Ability to ensure legal and policy compliance with the support of the Employee Relations Team,

Acts as a change agent supporting the move to a People First environment.

Demonstrated ability to establish and maintain positive relationships with management, associates, peers, the general public and clients.

Ability to maintain a high level of professionalism and confidentiality.

Ability to identify problems, evaluate facts and formulate sound solutions.

Coaches associates and management in associate relations and effective performance management.

Recommends solutions and follows up as needed.

Basic understanding of all HR functions.

Basic understanding of regulations and legal requirements applying to employment and hiring.



Minimum of five years of previous experience as an HR Generalist or above.

Experience in a high recruiting and retention environment would be an asset.

Additional experience in other HR disciplines strongly preferred. BPO industry experience preferred.



Bachelor’s Degree in Human Resources preferred

Professional Human Resources certification (PHR) and/or continuing HR/Legal education a plus.


Interested candidates should send a resume and cover letter to



Human Resources Manager

Nearest Major Market: Knoxville

Job Segment: HR, HR Manager, Manager, Payroll, BPO, Human Resources, Management, Finance, Operations

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