About us Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel’s clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI). Summary of Primary Job Responsibilities Reporting to the HR Business Partner – Region, serves as the single site functional leader for key HR responsibilities including site employee relations. Supports retention initiatives by executing programs developed to improve associate morale, satisfaction, productivity and retention. Supports administration of HR policies, processes and procedures. Trains, mentors and assists in the development of others. Supports the Talent Management, Compensation and Benefits, Employee Relations and Centralized Recruiting Group Verticals. Supports management and all associates within a site. Upholds and promotes a People First Culture. Specifics: •Investigate and address employee complaints, conduct internal investigations and make recommendations for resolution which includes ER Ticket and Ethics Point Hotline reports, escalating to the Employee Relations team as needed •Supports the Employee Relations team with Investigations and providing a written response with legal department to government agency (US and/or Canadian) charges such as the EEOC, ESA. •Ensures compliance of ER processes as designed by the central ER team. •Ensures compliances of site clients HR requirements •Attend Unemployment hearings. •Provide management and employees with information and interpretation of human resource policies, rules and procedures. •Provide advice and counsel to employees and management in exploring alternatives for resolution of work-related problems affecting the employer-employee relationship. •Supports the performance management cycle by review of all Performance Improvement Plans and Final Corrective Counseling. •Approves all suspensions, reasonable suspicion drug testing and ADA requests. •Supports the FMLA process ensuring understanding and compliance by both managers and associates •Prepare reporting and analyze data for trends. •Deliver applicable trainings such as: Performance Management Training, Employment Law Training, Sexual Harassment , Favoritism, and Fraternization Training, System training (HR connect…etc) •Review all Separation Request Summaries (SRS) prior to submission for approval as per the Approval Matrix, ensuring compliance to Sitel policies and all laws. •Support local HR needs for community outreach, job fairs and, as needed, local sourcing. Education College degree or equivalent required. Experience Target Minimum of four years of previous experience in an HR Generalist role or equivalent HR experience required. Experience in a high recruiting and retention environment would be an asset. Additional experience in other HR disciplines strongly preferred. Call Center industry experience preferred. Knowledge/Skills/Abilities Skills: •Basic knowledge and ability in MS Office (Word, Excel, Outlook). •Knowledge and ability to navigate the Internet and corporate Intranet, including how to search and research using both. •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). •Good written communication skills (prepares appropriate documents, including reports on recruiting/hiring efforts and 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. •Excellent customer service skills. •Strong time management skills (multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments). Knowledge/Abilities: •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 Site Director 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 First 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. •Basic 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. Other Travel Required: Minimal – up to 10%.
As 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 as 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 https://jobs.sitel.com/job/Customer-Service-Representative-Oak-Ridge%2C-TN/345494700/ to learn more.