HR Manager, Contact Center

The primary purpose of this role is to support, facilitate and drive people processes and projects across areas of assigned client areas. This role drives overall business performance and employee engagement by proactively diagnosing issues and opportunities and taking the necessary actions to address issues. This role also serves as coordination points to deliver targeted and efficient HR programs and services that drive measurable value for client. RESPONSIBILITIES: Diagnoses potential issues at the individual, team, and organizational level and executes solutions that address issues and enable the success of the business plan at the individual and team level. Partners with internal COEs to address issues at the organization level. Provides leadership development coaching for supervisors and managers by preparing leaders for talent review discussions and facilitating quarterly talent check-in meetings toensure business follow through on talent commitments and strategies. Consults with business leaders to collaborate on change that is needed, understands the impact of the change and implications, and implements the processes and systems tosustain the change. Understands the general business conditions that affect their industries, functions and geographical regions while staying current on the research and trends within HR topresent an informed point of view. Consults with business leadership in the development of engagement action plans basedon their Employee Opinion Survey results in alignment with their future business trends. Identifies development solutions and provides consulting to leaders on how to effectively accelerate the development of employees (i.e. exposure events, project assignments, coaching). Manages a team of lesser experienced employees within the group. REQUIRED EDUCATION/EXPERIENCE: Bachelor's Degree. 1+ year of consulting experience, including experience with needs / gap analysis, diagnosis, solution development, and measurement. 1+ year of program and project management experience with increasing levels of management responsibility. 4+ years of experience interpreting and applying HR policies, procedures, programs and processes, including general compensation policies and practices. 4+ years of progressive HR leadership experience. 5 - 7 years of HR Generalist experience. PREFERRED EDUCATION/EXPERIENCE: 7 - 10 years of progressive HR experience. 1+ year of replacement and/or workforce planning experience. 1+ year of succession, career and development planning experience for employees in exempt positions. PHR or SPHR certification. Retail HR experience and/or Contact Center HR leadership experience Job ID 1508924BR
Salary Range: NA
Minimum Qualification
5 - 7 years

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