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Job Description

Summary of Primary Job Responsibilities

In addition to below HR responsibilities:

  • Budget Responsibility
  • Labor Contracts, as applicable
  • Litigation
  • Compensation: Local Market Analysis and Recommendations,

General HR Responsibilities:

  • Retention & Engagement initiatives (i.e. Sit & Tell, GOS Principles)
  • HR Reporting, Analytics & Audits (i.e. STAR, Attrition, Active No Hours; Trend Analysis)
  • Talent Management (i.e.9 Box, Succession Planning, Career Planning, Growth Point development to ensure we have a strong talent pipeline)
  • Performance Management: Supports Annual Appraisal cycle, Provide guidance, as needed, of all Non-Agent Performance Improvement Plans and Final Corrective Actions.
  • Training: Delivery of Annual Compliance Training, Growth Point HR Curriculum,
  • Employee Relations:
    • Investigates and addresses employee complaints,
    • Conducts internal investigations and make recommendations for resolution which includes ER Ticket and Ethics Points,
    • Provide management and employees with information and interpretation of human resource policies, rules and procedures.
    • Conflict Resolution: Provides guidance to employees and management in exploring alternatives methods for resolution of work-related problems affecting the employer-employee relationship.      
    • Approves all suspensions, reasonable suspicion drug testing
    • Review all Separation Request Summaries (SRS) prior to submission for approval as per the Approval Matrix,
  • Compliance: Ensures compliance with Sitel & Client policies and all laws.
  • Leaves of Absence (i.e. Medical, Military, Personal): Supports the FMLA process ensuring understanding and compliance by both managers and associates
  • Accommodation: Manages by NCF
  • Health & Safety: Workers Compensation, Works with local leaders to ensure we are providing a healthy and safe work environment.
  • HRIS: Workflow Approvals & Data Audits,
  • Recruiting: Selection, Background Adjudication; Supports local recruiting needs for community outreach, job fairs and, as needed, local sourcing.       
  • Employment Files ensuring compliance, data integrity and information security: I9s
  • Benefits: Partners with Benefit Team to ensure timely delivery of applicable benefit eligibility information and/or benefit changes (i.e. Open Enrollment)
  • Payroll: PIFs, Bonus Approvals, Agent Pay Plans Attend Unemployment hearings.
  • Support in delivery of overall HR responsibilities, 
  • Other duties as required. 

Typical Qualifications



  • Bachelor’s Degree in Human Resources preferred

Experience Target:

  • Fresh


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
  • Strong written communication skills: Prepares appropriate documents, including reports on 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 and organizational skills: Multi-tasks, prioritizes work tasks, utilizes resources effectively/efficiently, adapts to changing work demands/priorities/environments.


  • Ability to be flexible, adaptable to change and thrive in a team environment, 
  • Strong knowledge of all human resources functions including recruitment, employee relations, compensation, HRIS, benefits, employment laws, compliance issues, etc., 
  • Demonstrated critical thinking, problem-solving and employee relation abilities, 
  • Ability to maintain high level of professionalism and confidentiality,
  • 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.

Travel Required: 

  • Minimal - up to 50%.

Job Details

Functional Area:
Total Positions:
10 Posts
Job Shift:
First Shift (Day)
Job Type:
No Preference
Minimum Education:
Career Level:
Entry Level
Minimum Experience:
Apply Before:
Oct 08, 2018
Posting Date:
Sep 07, 2018
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