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.
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.
Must live within 50 miles of the location, and willing to work onsite
SUMMARY OF 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.
KNOWLEDGE/ABILITIES/SKILLS
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.
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.
Basic knowledge and ability in MS Office (Word, Excel, Outlook).
Ability to navigate the Internet and corporate Intranet, including how to search and research.
EDUCATION
College degree or equivalent required.
Professional Human Resources certification (PHR) and/or continuing education.
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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