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HR Manager - Pompano Beach, FL

Date: May 17, 2018

Location: Pompano Beach, FL, US

Req #: 67360-en_US

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About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

Summary of Primary Job Responsibilities

Serves as the functional leader for one or more key HR responsibilities with major focus on associate relations, compliance, training and other HR functions. Creates and supports retention initiatives by executing programs developed to improve associate morale, satisfaction, productivity and retention. Supports administration of HR policies, processes and procedures.

 

Education

College degree or equivalent required.

 

Experience Target

Generally 5 or more years progressively responsible experience as a Human Resources Manager, Generalist, or Specialist with experience in associate relations, learning and development, problem and conflict resolution and recruiting non-exempt personnel in a high-volume environment. Experience managing, coaching, and developing others.   Experience demonstrating extensive knowledge, interpretation, and application of employment laws.  Extensive knowledge of general labor policies and practices including discrimination, harassment, and union avoidance.  Prior experience delivering HR training and development programs. Demonstrated success in conducting behavioral interviews and management talent assessments.  Experienced in leading positive change.  Call Center industry experience preferred.

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Knowledge/Skills/Abilities

Skills: 
Basic knowledge and ability in MS Office (Word, Excel, Outlook). Knowledge and ability to navigate the Internet and corporate Intranet, including how to search and research using both. Good verbal communication skills (active listening, speaks with confidence, uses proper etiquette, uses appropriate grammar/tone/inflection, displays appropriate temperament in conversations, relays information in a concise and logical manner, encourages open exchange of ideas and opinions). Good written communication skills (prepares appropriate documents, within the scope of associate relations ; 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 skills (multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments). 

Knowledge/Abilities: 
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.. Coaches, mentors and motivates others to achieve goals. Recommends appropriate corrective actions and/or performance improvement steps. Develops and implements action plans.. Plans associate relations goals and action items to meet site goals and improve associate retention. Analyzes past performance and recommends appropriate actions.. Ability to ensure legal and policy compliance. Ability to investigate issues thoroughly and objectively. Ability to serve as a change agent. 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. . 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. 

 

Special Certifications

Professional Human Resources certification (PHR) and/or continuing

 

Others

     Travel: Minimal - up to 10%.


Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

Job Segment: HR Manager, HR, Manager, Call Center Manager, Call Center Supervisor, Human Resources, Management, Customer Service

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