PURPOSE STATEMENT

Performs difficult, professional-level work overseeing the broad operations of all Human Resources functions at a site-specific call center to include employee relations, orientation, performance management and discipline, etc. Supervision is exercised over all People team members at site.

Job Duties: 

• Work with line managers on a daily basis to help guide them through the Human Resources decision making process. 
• Conduct investigations into internal employee complaints as well as 3rd party (EEOC) complaints. 
• Conduct exit interviews and provide appropriate feedback and suggestions to leadership team 
• Develop a safety and security risk management program to minimize hazards, to report workers’ compensation claims on a timely basis, to track patterns and engage the WC carrier in case management when appropriate so team members may return to work at the earliest possible time.
• Monitors and ensures results of Human Resources department goals and contributes to the success of operations by adding value consistent with the People Team Vision and Mission. 
• Assist team members with open enrollment and monitor pay practices to ensure compliance with federal and state regulations. 
• Interfaces with other department managers to insure proper workflow and quality of service relative to the needs of the business, and for improving performance management and appraisal processes. 
• Monitors and administers unemployment claims, including representing the company through appeal process. 
• Ensure compliance with federal and state employment laws including required postings, OSHA logs and SOX recordkeeping through quarterly department audits. 
• Audit procedures to ensure company standards are met. 
• Assists in the development and maintenance of the Human Resources Department operating policy and procedure. 
• Assist Talent Acquisition with recruitment needs in support of diversity and equal employment business objectives. 

ADDITIONAL JOB DUTIES 

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. 
• Perform other duties as assigned by management.

EDUCATION:

• High School Diploma or GED – Required
• Bachelor's Degree or equivalent work experience – Required
• Licenses or certifications (Please List) – Preferred

EXPERIENCE: 

Required experience: 

• 3 - 5 years: Three years experience as an Human Resources Manager or relevant supervisory capacity within the field. Comprehensive experience (6+ years) in all areas of Human Resources (as a Generalist or higher). 

Preferred experience: 

• Some (1+ years) experience in a service industry with an emphasis in employee relations preferred.

KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS: 

Specific Job Related Knowledge, Skills, Abilities & Other Characteristics: 

• Thorough understanding of labor and benefit law and administration. 
• Training competencies in areas of HR administration, legal/regulatory compliance related to labor/employment matters, supervisory development, diversity and management training. 
• Extensive Employee Experience knowledge, skills and applicable experience. 
• Some knowledge of a call center environment 
• Ability to motivate and supervise staff members 
• Ability to exercise independent judgment. 
• Ability to handle a variety of assignments simultaneously and to cultivate capabilities beyond those required for the current job and needs of the business. 

General Job Level Knowledge, Skills, Abilities & Other Characteristics: 

• Excellent written, verbal and interpersonal communication skills. 
• Ability to multi-task and adapt to change. 
• Proven track record of meeting or exceeding customer experience and financial objectives 
• Ability to maintain the highest level of confidentiality. 
• Strong analytical and presentation skills. 
• Proven track record in a metric focused environment. 
• Strong process orientation skills and project management abilities. 
• Excellent leadership and organizational skills.