Human Resources Specialist

Description:

We are seeking a qualified and experienced Human Resources Specialist to join our call center team. The HR Specialist will be responsible for managing all aspects of human resources functions within the call center environment, including recruitment, employee relations, performance management, training and development, and compliance with all relevant employment laws and regulations. The ideal candidate will have a strong understanding of call center operations and possess excellent interpersonal and communication skills.

Responsibilities:

• Recruitment and Selection:

• Develop and implement effective recruitment strategies to attract and retain qualified candidates for call center positions.
• Coordinate job postings, screen resumes, conduct interviews, and facilitate the hiring process.
• Collaborate with hiring managers to identify staffing needs and ensure timely fulfillment of vacancies.

• Employee Relations:

• Serve as the primary point of contact for employee inquiries and concerns.
• Address employee relations issues promptly and effectively, maintaining a positive and productive work environment.
• Conduct investigations into employee complaints or conflicts and recommend appropriate resolutions.

• Performance Management:

• Implement performance management processes, including goal setting, performance evaluations, and performance improvement plans.
• Provide coaching and support to supervisors and employees to enhance performance and productivity.
• Identify training and development needs and facilitate appropriate interventions.

• Training and Development:

• Coordinate and deliver training programs for new hires and existing employees, focusing on call center procedures, customer service skills, and compliance requirements.
• Collaborate with department heads to identify training needs and develop relevant training materials and resources.
• Monitor and evaluate the effectiveness of training initiatives and make recommendations for improvement.

• Compliance:

• Ensure compliance with all relevant employment laws and regulations, including but not limited to labor laws, equal employment opportunity (EEO) regulations, and data protection laws.
• Maintain accurate and up-to-date employee records and documentation.
• Stay informed about industry best practices and trends in HR management and implement appropriate changes as needed.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, or a related field. Master's degree or HR certification (e.g., SHRM-CP, PHR) is a plus.
• Proven experience in human resources management, preferably within a call center or customer service environment.
• Strong knowledge of HR policies, procedures, and best practices.
• Excellent interpersonal and communication skills, with the ability to interact effectively with employees at all levels.
• Solid understanding of employment laws and regulations.
• Demonstrated ability to handle sensitive and confidential information with discretion and professionalism.
• Proficiency in HRIS and other relevant software applications.