ABOUT USAs 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
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SUMMARY OF RESPONSIBILITIES
Manage human resources policies and programs related to recruitment and selection, associate relations, and other HR functions for a single location ensuring policy and regulatory compliance
Develop and support retention initiatives by executing programs developed to improve employee morale and attrition
Act as a leader in the site providing guidance and counsel to the operations management team Manage, coach, and develop site HR team and serves as a mentor to other HR professionals
WORK EXPERIENCE
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
EDUCATION
4-year college degree in Human Resources (or Business) or a combination of education and equivalent work experience in Human Resources
SKILL
Strong interpersonal and collaborative skills including verbal and written communications skills, presentation skills, facilitation skills and negotiation skills
Success in developing and making compelling written/oral proposals
Strong problem solving/consulting skills
Excellent time management skills
Excellent planning and organizing skills, especially prioritizing multiple projects/tasks
Demonstrated listening skills
Good PC skills with demonstrated ability to use a variety of software packages including Word, Excel, Access, PowerPoint and Outlook with the ability to assimilate, present and analyze data as needed
KNOWLEDGE / ABILITIES
Demonstrated business savvy with ability to develop and maintain successful partnerships with both management and associates
Ability to serve as an associate advocate while balancing the needs of the clients and the company
Ability to provide superior service to associates by listening, comprehending and guiding them through the issue to closure
Demonstrated ability to effectively deal with ambiguity
Ability to develop strong business relationships
Proven ability to influence associates at all levels
Demonstrated ability to adapt to changing priorities and provide proactive, effective change leadership
Understanding of and ability to ensure compliance
Expert at establishing and maintaining effective relationships with management staff, front line associates, the general public and clients
Confidentiality is critical
Open-minded, trustworthy, compliance-oriented, flexible, adaptable and team-oriented
SPECIAL CERTIFICATION
Professional Human Resources certification and continuing HR/Legal education preferred
