Call Center Human Resource Manager

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Full Time
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Archive Job Description

Fix.com is a division of Eldis Group Partnership (EGP), an ecommerce company with offices in the USA and Canada. We help do-it-yourselfers (DIY) fix their home appliances, outdoor power tools and lawn equipment. EGP operates a family of web sites where we provide consumers with the parts and know-how to fix their household products themselves, offering the internet’s largest collection of step-by-step installation instructions and videos. EGP is committed to helping consumers repair rather than replace their household products.

From your lawnmower to your coffeemaker, we provide quality repair parts to make your repair quick and easy. We empower our customers to do simple DIY repairs themselves to save time and money. We aim to make the process hassle-free and fun, by providing help every step of the way in the form of repair tips, articles, and videos.

ABOUT THIS POSITION:

Our team is looking for an experienced Human Resource Manager to support and execute our call center people initiatives. In this role, you will work with leadership to provide internal HR support to our call center operations, while helping to improve HR processes. Candidates for this role must act independently to exercise sound judgement on all HR related matters. The HR Manager is a critical member of the call center leadership team who will support and foster a positive work environment for all Team Members.

*This is a full-time, local position and requires the candidate to work remotely but also must be able to travel to our Dartmouth & Truro, Nova Scotia office locations.

YOUR KEY RESPONSIBILITIES:

This role will partner with the call center leadership team to implement and execute HR strategies focused on employee training, employee relations, organizational effectiveness, advice and guidance, and employee retention and engagement. In addition, you will own programs that run across a broad spectrum of HR processes. To be successful in this role, you must be able to provide guidance and support with the ability to remain independent and professional.

  • Provide general HR support, in partnership with call center operations
  • Provide a high level of support for call center leadership
  • Compose and edit correspondence and other documents, preparation of information and reports, collecting information and researching issues
  • Monitor employee engagement with a “hands-on” approach that includes remote interactions
  • Have a passion for process improvement
  • Drive effective employee relations, retention, and reward programs
  • Comfort with high volume workload
  • Ability to manage multiple priorities with excellent organizational and interpersonal skills
  • Manage the Call Center human resource functions such as new hire orientations, performance management, compensation administration, employee onboarding/exiting to ensure positive employee relations in keeping with company objectives
  • Review 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
  • Track and analyze key HR metrics such as attrition, absenteeism etc
  • Manage, recommend, and implement remedies on employee relations issues (to include conducting thorough and objective investigations, assessing risk, and determining an appropriate course of action)
  • Provide performance management guidance to line management for coaching, counselling, career development, and disciplinary actions
  • Coach managers in an effective employee relations practice by building strong leadership skills and establishing best practices, employee engagement, organizational development, and performance management
  • Participates in special projects as required

QUALIFICATIONS:

Must exhibit good business judgement and acumen by being both confident and flexible in their views. Candidates should possess a professional and enthusiastic disposition and be capable of guiding and motivating a wide range of personalities and learning styles.

  • Minimum 2-4 years general Human Resources experience, preferably in a call center environment, but not required
  • Ability to develop and maintain effective processes and protocols and to maintain accurate documentation and records
  • Proficient in the use of current technology; including Microsoft Office products including Outlook, Word, PowerPoint and Excel
  • Professional and effective written and verbal communication skills Ability to identify and employ communication strategies appropriate to the audience
  • Ability to work independently and collaboratively at all levels, performing a wide variety of HR functions that require the use of time management, prioritization, organization, and problem-solving skills
  • Proven abilities in the full spectrum of most HR functions
  • Ability to maintain one’s composure and professionalism in sensitive or stressful situations; ability to maintain strict confidentiality, diplomacy and tact
  • Ability to cultivate effective relationships and work in collaboration with managers and staff
  • Exceptional interpersonal & communication skills.
  • Possess effective conflict resolution skills
  • Comfortable with providing and accepting critical feedback.
  • Capable of prioritizing and organizing work efficiently to meet deadlines

PREFERRED QUALIFICATIONS:

  • Experience working in a contact center environment is a plus
  • Experience with Ceridian – DayForce HCM solutions
  • Experience working with Breezy (Applicant Tracking System)
  • Graduation from an accredited HR two-year or four-year college or university is a plus
  • Understanding of training tools and techniques would be a plus
  • Certified Human Resources Professional (CHRP) Certification from Human Resources Professional Association would be an asset

EQUITY HIRING:

FIX.com is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. Qualified self-identifying First Nations, Metis and Inuit, Visible Minority Groups, Persons with Disabilities and LGBTQ2+ applicants will be strongly considered for this position. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume.

BENEFITS:

  • Extended Health care
  • On-line Healthcare on demand (Telus Health)
  • Dental care
  • Disability insurance
  • Life insurance
  • Bonus

HOW TO APPLY:

Eldis Group Partnership offers competitive salary packages, an incredible work environment, along with career advancement opportunities. Please note that standardized testing could be conducted as part of our interview process.

All qualified candidates are encouraged to apply; however, Canadian Citizens and Permanent Residents will be given priority.

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