Manager Human Resources - On site - Within 50 miles of Morristown, TN, Wise, VA or Perry, KY
SYKES Morristown, Tennessee
manager human resources wise hr management operational compliance team relations cx growth delivery human resources
March 13, 2023
About Us About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Job Summary SUMMARY OF JOB RESPONSIBILITIES Strategic Business Partner to Operational Leadership, Responsible for Multiple Clients, Locations, and/or Areas of the Business Leads Retention & Engagement initiatives (i.e. Sit & Tell, GOS Principles, Action Planning) Provides Leadership and Guidance on HR Compliance Matters Builds Strong Relationships with Operational Leaders and Front Line Managers Leads and Supports Succession Planning and Talent Management (i.e.9 Box, Succession Planning, Career Planning, Growth Point development to ensure we have a strong talent pipeline) HR Reporting, Analytics & Audits (i.e. STAR, Attrition, Active No Hours; Trend Analysis) Talent Management (i.e.9 Box, Succession Planning, Career Planning, Growth Point development to ensure we have a strong talent pipeline) Supports Annual Appraisal cycle, Provide guidance, as needed, of all Non-Agent Performance Improvement Plans and Final Corrective Actions. Supports Training: Delivery of Annual Compliance Training, Growth Point HR Curriculum, Ensures compliance with Foundever & Client policies and all laws. Leaves of Absence (i.e. Medical, Military, Personal): Supports the FMLA process ensuring understanding and compliance by both managers and associates Works with local leaders to ensure we are providing a healthy and safe work environment. Workflow Approvals & Data Audits, Partners with Benefit Team to ensure timely delivery of applicable benefit eligibility information and/or benefit changes (i.e. Open Enrollment) Support in delivery of overall HR responsibilities, Other duties as required. QUALIFICATIONS Education Bachelor's Degree in Human Resources preferred Experience Target Minimum of five years of previous experience as an HR Manager or above. Experience in a high volume, faced paced environment would be an asset. Additional experience in other HR disciplines strongly preferred. BPO industry experience preferred Skills: Strong verbal communication skills: Active listening, speaks with confidence, uses proper etiquette, uses appropriate grammar/tone/inflection, displays appropriate temperament in conversations, relays information in a concise and logical manner, encourages open exchange of ideas and opinions Strong written communication skills: Prepares appropriate documents, including reports on associate relations issues; creates and delivers correspondence suitable for a variety of audiences - associates, clients, management, external sources; presents information such as documentation of an event and/or corrective action in a logical sequence that is suitable for internal and external use, Strong interpersonal and collaborative skills, including presentation, facilitation and negotiation, High level of emotional intelligence Excellent customer service skills, Strong time management and organizational skills: Multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments. Strong Computer Knowledge: ability to navigate and operate Microsoft based software including Teams, Word, PowerPoint, Excel, Outlook, Office, etc. Knowledge of other HR software such as Timekeeping tools (ie Kronos), HRIS Systems (ie Lawson, SAP Success Factors) Knowledge/Abilities: Ability to be flexible, adaptable to change and thrive in a team environment, Strong knowledge of all human resources functions including recruitment, employee relations, compensation, HRIS, benefits, employment laws, compliance issues, etc., Demonstrated critical thinking, problem-solving and employee relation abilities, Ability to maintain high level of professionalism and confidentiality, 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, Ability to interview and select staff. Coaches, mentors and motivates others to achieve goals, Evaluates operational and client needs in relation to recruiting and associate relations goals, Develops and implements action plans, Works closely with Operational Leaders to meet site goals and improve associate retention, Analyzes past performance and recommends appropriate actions, Ability to ensure legal and policy compliance with the support of the Employee Relations Team, Acts as a change agent supporting the move to a People Centric environment, 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, Ability to identify problems, evaluate facts and formulate sound solutions, Coaches associates and management in associate relations and effective performance management, Recommends solutions and follows up as needed, Understanding of all HR functions, Basic understanding of regulations and legal requirements applying to employment and hiring. Special Certifications Professional Human Resources certification (PHR) and/or continuing HR/Legal education a plus. Travel up to 10% Must live in the US About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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