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Mgr HR Operations

Req ID#:  361248


Mgr HR Operations

Human Resources

About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. 

·    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, both professionally and personally. You choose where you want to go; we help you get there.   

·    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.   

·    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.   

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

·    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.  


About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation. 

Job Summary


Budget Responsibility 

Labor Contracts, as applicable 


Compensation: Local Market Analysis and Recommendations, 



Retention & Engagement initiatives (i.e. Sit & Tell, GOS Principles) 

HR Reporting, Analytics & Audits (i.e. STAR, Attrition, Active No Hours; Trend Analysis) 

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 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 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 Benefit 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 delivery of overall HR responsibilities,  

Other duties as required.  

Primary Job Responsibilities


Strong written communication skills:  

Prepares appropriate documents, including reports on associate relations issues. c 

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 the 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 regulation and hiring. 


Bachelor’s Degree in Human Resources preferred 



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. 

ons and legal requirements applying to employm 



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


Minimal - up to 10%. 


Mgr HR Operations

Job Segment: Workers Compensation, Operations Manager, Employee Relations, HR Generalist, Payroll, Human Resources, Operations, Finance

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