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HR Generalist-Puerto Princesa

Req ID#:  82576

Puerto Princesa, PH

HR Generalist-Puerto Princesa

Human Resources

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 RESPONSIBILITIES

Serves as the functional leader for one or more key HR responsibilities including recruitment and selection, 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

Assists the local HR team in delivery of overall responsibilities

May train, mentor and assist in the development of others

Supports management and all associates within a site

 

BASIC POSITION QUALIFICATIONS

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, including reports on recruiting/hiring efforts and 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 skills (multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments)

 

WORK EXPERIENCE

Minimum of one year of previous experience in an HR Generalist role or equivalent HR experience required

Progressive work experience in human resources with successful experience in recruiting non-exempt personnel in a high-volume environment and in associate relations

Additional experience in other HR disciplines strongly preferred

Experience demonstrating general knowledge, interpretation, and application of employment laws

Demonstrated success in conducting behavioral interviews

Call Center industry experience preferred

Previous experience in a supervisory/management role a plus


EDUCATION

College degree or equivalent required.

 

KNOWLEDGE / SKILLS / ABILITIES

Ability to interview potential associates, asking appropriate questions while evaluating responses

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

Recommends appropriate corrective actions and/or performance improvement steps

Evaluates operational and client needs in relation to recruiting and associate relations goals Develops and implements action plans. Leads and motivates a team

Plans recruitment and associate relations goals and action items to meet site goals and improve associate retention

Analyzes past performance and recommends appropriate actions

Tracks and reports on budget performance and performance toward site goals

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

Displays knowledge in the following areas - Sitel hiring policies/procedures and tools/resources, GOS, 9-step selection process, behavioral interviewing, induction processes, HR reporting requirements

Ability to identify problems, evaluate facts and formulate sound solutions

Makes effective hiring decisions

Prioritizes needs and balances recruiting efforts with site hiring demands

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

Specific knowledge in functional focus of recruiting and associate relations

 

SPECIAL CERTIFICATION

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

 

 

HR Generalist-Puerto Princesa


Job Segment: HR, HR Generalist, Call Center, Performance Management, Human Resources, Customer Service

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