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The Director, Human Resourcesis a critical, highly-visible role that will partner with Leadership for Inbound Sales and Retention to identify, develop and drive People initiatives at the Company Contact Center in St. Ann, MO. As an integral part of the leadership team, you'll need to understand every aspect of the business and be a thought leader on people and organizational topics.
In this role you will be responsible for implementing and managing Human Resource policies and programs in the areas of recruitment, employment, employee relations, and equal opportunity employment in compliance with government regulations and Company goals. You will be the subject matter expert with demonstrated experience in coaching and development, organizational design and overall talent management.
To be successful in this role you must possess a combination of Human Resources mastery and industry knowledge to appropriately evaluate and resolve complex HR issues within a Call Centerenvironment.
Candidate relocation will be considered.
MAJOR DUTIES AND RESPONSIBILITIES
Oversee all aspects of employee relations; ensure Company policies are administered fairly and consistently
Provide consultative support to VP Retention, Directors, Managers and Supervisors
Ensure legal compliance with all applicable local state and federal employment laws, including but not limited to to minimize risk/exposure to the company.
Provide guidance to ensure the integrity of the performance management program and the development of employees
Oversee timely and accurate payroll processing and commission reporting
Conduct employee investigations and oversee all escalated employee issues, including ethics point reports
Establish local procedures to ensure compliance with Company and regulatory agency requirements
Oversee Human Resources communications to your Client Group; Participate in enterprise wide task force initiatives
Monitor processes and ensure accurate maintenance of employee files and HRIS database
Possess comprehensive knowledge of employee benefit programs, and oversee annual enrollment
Participate in budget planning and manage departmental expense
Perform other duties as required
Skills/Abilities and Knowledge
Prior experience in managing the HR function in a Call Center environment.
Expert knowledge of employee relations' procedures and applicable law
Ability to lead and oversee FLSA, FMLA and ADAAA programs
Expert knowledge of local, state and federal employment laws and procedures
Strong project management skills
Excellent communication skills including public speaking
Expert knowledge of staffing and employment practices
Ability to communicate orally and in writing in a clear and straightforward manner
Willingness and ability to supervise the work of others
Mentor, develop and motivate team members to the success of the department and business.
Ability to make decisions and solve problems while working under pressure
Strong PC skills and MS Office skills
Demonstrated negotiating skills
Affinity for analyzing and interpreting data in order to build a business case
Strong knowledge of broadband services industry/subscription based business model
Bachelor's degree in Human Resources or Organizational Behavior is preferred. MBA or MS in Human Resources is a plus.
Related Work Experience
3 years minimum experience in Human Resources in a Call Center environment plus
5+ years of Human Resource Management/Leadership experience
Certifications and/or Licenses
Certifications for Human Resource Professionals (PHR, SPHR) preferred
Occasional Travel required
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