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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
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JOB POSTING
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Human Resources Manager
Contact Centre / BPO
Days
up to $60K +
TBD
Director, Operations
​Mississauga, Ontario
Full Time

ABOUT OUR CLIENT:
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. 
PRINCIPAL ACTIVITIES:
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.
APPLY NOW
Please attach your resume in Word format. 
Thank you.
QUALIFICATIONS:
  • 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