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Manager, People Services HR Support

Req ID#:  365749

US

Manager, People Services HR Support

Human Resources

Learn, Lead & Grow at Sitel Group®

 

We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.


With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customer’s over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

You Will

 

Be responsible for the management of the staff, processes, activities, systems, client relationships and related Program services within People Services HR Support Team. This position uses knowledge of a Program’s system and process to ensure a positive and effective client relationship with primary focus to ensure that work activities and deliverables are sound and aligned with the organization’s objectives to continuously improve processes and optimize function cost.


•    Provides HR Coordinator leadership oversight to designated functional groups. Responsible for standardizing HR processes and managing systems, data and client relationships pertaining to HR Support.
•    Responsible for supporting HR Field Service and position the team to grow and support on-going deployment of HR initiatives. Plan and prioritize workload to ensure key HR business processes have established resources and meet service objectives.
•    Determines and ensures HR Support staffing performance objectives by recruiting, selecting, orienting, training, scheduling, coaching, resolving conflicts and disciplining employees following L-Sykes and L-Sitel ‘s guidelines.
•    Partner with HR Compliance on internal and client audits and provide feedback on data integrity issues, ensuring risks are managed and prevented. 
•    Maintenance of accurate reporting on HR vertical teams and ad hoc reporting per HRBP requests. 
•    Responsible for all HR Support related business processes and data, and for implementing methods for ensuring the overall integrity of the data associated with the Program(s), SLAs and supporting applications.
•    Establishes and maintains timely and thorough statistical reporting to HRC management and internal customers on all aspects of customer service performance, issues and trends.
•    Responsible for maintaining all compliance requirements of HR Support transactional and data integrity processes.
•    Works closely with other Corporate and client teams such as Recruitment, Compensation, Benefits, Operations, etc., on issues that relate to and may need to involve the HR Support team.
•    Participates on HRC projects in support of L-Sykes and L-Sitels strategies and policies.
 

You Have

 

•    Bachelor’s degree strongly preferred, will consider equivalent combination of education and experience for the right candidate
•    Two or more years’ experience in a management or lead service delivery capacity required
•    Three or more years of experience working with information systems and related data in a customer service capacity.
•    Detailed knowledge of how systems, data, interfaces and process workflows integrate in a customer service environment.
•    Maintains sufficient systems skills for the core information system supporting the Program(s) being managed.
•    Excellent management skills and ability to organize and plan effectively to meet both short and long-range goals and objectives.
•    Stays current on trends and developments within functional area of expertise and customer opportunities, constantly researches and uses best practices of similar and successful companies as benchmarks.
•    Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner. 
•    Excellent interpersonal skills and ability to work effectively with business partners. 
•    Proven ability to lead and motivate others in accomplishing goals. 
•    Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and costs. 
•    Possesses ability to manage multiple project plans successfully and simultaneously.
•    Accomplishes commitments towards goals and objectives by motivating and building a team; motivates individuals and groups by creating a positive work environment.
•    Deals with interpersonal conflict, stressful work conditions and rejection by coping in a mature, problem-solving, solutions-oriented manner.

Our Perks

 

Competitive salaries, benefits, 401K contribution matching and paid time off.
Onsite and remote work at home available (depending on the market).
Fun and engaging company-wide initiatives, including our SitelFit wellness program.
Growth opportunities through various development programs.
Employee discounts.
Casual dress code.
Excellent work culture.

Join the #SitelLife

 

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  
 
GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.  
 
WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  
 
BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  
 
MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.

Manager, People Services HR Support


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