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Human Resources Manager
Contact Centre / BPO
up to $60K +
Director, Operations
​Mississauga, Ontario
Full Time

Our client is a leading outsourced contact centre offering both inbound and outbound omni-channel communications as well as supporting back office processes. They serve FP500 clients across regulated markets from three state of the art facilities. 
In support of our call centre operations, the Human Resources Manager will...
  • Manages human resources functions such as recruitment activities, compensation administration, new hire orientations, compensation, performance management, employee on-boarding/exiting and employee benefits administration to ensure positive employee relations in keeping with company objectives.
  • Plans, leads and executes recruiting initiatives and delivers against aggressive time-lines.
  • Reviews personnel actions to ensure fair and equitable application of human resources policies, as well as compliance with applicable federal, provincial, and local laws.
  • Provides guidance and training to managers and supervisors in the interpretation of human resources policies and procedures.
  • ​Collaborates with line leaders to develop and execute HR programs and processes that support specific business objectives.
  • Leads the HR programs and processes within the business. Assesses HR implications of the business strategy, identifies opportunities to further meet business needs, and designs solutions.
  • Work closely with senior leaders and managers to provide expertise and hands on support in multiple areas including: workforce planning, employee retention / relations / engagement, management coaching, performance management and change management.
  • Manage, recommend and implement remedies on employee relations issues (to include conducting thorough and objective investigations, assessing risk, and determining appropriate course of action).
  • Provide performance management guidance to line management for coaching, counseling, career development, and disciplinary actions.
  • Act as point-of-contact and advisor on compensation actions, including individual promotions, equity adjustments and related actions.
  • Track and analyze stats on employee suspensions, terminations, and voluntary separations for assigned contracts. Recommend action based on this analysis.
  • Coach managers in effective employee relations practices by building strong leadership skills and establishing best practices, employee engagement, organizational development and performance management.
  • Serves as Employee Relations representative for the company.
  • Participates in special projects as required.
Please attach your resume in Word format. 
Thank you.
  • 1-2 years HR experience in a similar role including supervisory or management experience
  • Experience working in a customer contact center/call center environment is strongly preferred.
  • Certified Human Resources Professional (CHRP) Certification from Human Resources Professional Association would be an asset.
  • Bachelor’s degree (BA/BS) from 4-year College or university  
  • Maintains current knowledge and understanding of regulations and practices, new developments, and applicable laws regarding Human Resources, including knowledge of Federal and provincial HR related laws. 
  • Experience with high-volume recruiting inititatives within tight time-lines
  • Comfortable working in a fast-pace, results-oriented environment
  • Ability to diagnose and analyze complex problems and identify and drive appropriate solutions. 
  • Ability to make effective presentations 
  • Demonstrated experience in partnering with managers to deliver HR solutions.
  • Ability to effectively respond to sensitive issues, complex inquiries or complaints from clients, co-workers, supervisor and/or management.
  • Ability to motivate employees and client groups to take desired action. 
  • Strong Microsoft Word, PowerPoint and Excel skills required. 
  • Travel to company locations and client sites may be required