Job: Human Resources Manager

Utilizes Human Resources expertise to provide call center management the recruitment, employee relations, payroll, retention, and benefits support to help meet business objectives and ensure fair treatment of associates in a 900+ employee call center. Develops departmental strategies toward goal achievement and operates within budgetary guidelines. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with center management and may participate on cross-functional projects.

RESPONSIBILITIES: Drives team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, and fair human resources management. Monitors direct operating expense and adherence to budget. Directly supervises Human Resources team members. Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management. Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses escalated human resources issues; consults Regional HR Manager or corporate legal department for guidance as needed.

College degree or equivalent work experience in human resources required. Minimum of three years human resources generalist experience required, experience as HR Manager in corporate environment strongly preferred. In-depth knowledge of current local, state, and national human resources legislation required. Professional Human Resources Certification (PHR or SPHR) strongly preferred. Supervisory experience required. Experience supporting large hourly population required, experience in sales and/or call center environment preferred. Project management experience preferred. Ability to relocate for future promotional opportunities preferred.