Description |
Department and Location: Human Resources/Customer Care Call Center
Reports To: Customer Care Human Resources Manager/Sr Manager
SUMMARY:
Assist in providing advice and counsel to Management Staff and Employees regarding employee relations matters. Assist in developing, implementing and maintaining human resources practices and programs designed to enhance positive employee relations. Assure compliance of all employment/labor laws through programs, practices, policies, investigations and actions. Provide employment and recruitment support including interviewing, planning and developing recruitment and retention strategy and plans as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Assists in providing expert advice and counsel to Management Staff and Employees on policy and procedure applications, employment/labor laws, and conflict resolution to promote a fair and equitable work environment.
2. Assists in applying creativity and consistency to daily problem solving by providing Management Staff guidance and ideas on individual issues to maximize results and produce positive outcomes.
3. Identifies to the Call Center Director and Director of Human Resources employee relations climate and individual problem areas. Advises and assists Call Center Director and Management/Supervisory Staff on appropriate interventions for the purpose of maintaining a productive environment.
4. Assists in identifying areas of improvement to ensure acceptable levels of employee turnover. Develop and maintain statistical and information systems which provide data for trend analysis and problem identification.
5. Supports the Management Staff to ensure Customer Care goals are achieved efficiently and effectively.
6. Develops and maintains a professional relationship with Management Staff and employees by ensuring a sense of mutual trust, concern, respect and teamwork.
7. Assists in responding to employee relations concerns such as disciplinary actions and sexual harassment, discrimination and misconduct complaints in a timely manner and assess the impact on the Company. Conducts thorough and timely investigations and follow-up for appropriate course of action to minimize legal and/or monetary risks to the Company.
8. Insures that disciplinary policies and procedures are interpreted and administered fairly, consistently and within legal boundaries. Maintains current and complete understanding of Federal and State laws including case law and regulations such as Title VII of the Civil Rights Act, FLSA, ADA, FMLA, ADEA, NLRA and state laws.
9. Assists in developing and providing continuous training on employment law/Human Resources issues (i.e. sexual harassment, FMLA, documentation & discipline, positive employee relations, etc.) to Management Staff to ensure fair and legal practices regarding employee relations issues.
10. Protects Company interests by ensuring that all legal requirements for equal employment and compliance are met by keeping informed of changes in these areas and by implementing the necessary practices/programs to meet these changes.
11. Develops and maintains open and positive communication with all internal and external contacts including other Company Departments and outside organizations and agencies to assist in attaining Company goals.
12. May be responsible for specific HR functions such as managing the LOA process, workers compensation reporting and processing, data reporting of other types
13. Work on local and national special projects as assigned. This may include Human Resources/legal issues research, developing and revising policies and procedures, special payroll projects, etc.
14. Assists in developing a plan of action to motivate, train and retain employees.
15. Assist in the administration of workplace safety including coordinating training programs and may assist in administering workers compensation and return to work programs.
16. May assist in screening and interviewing applicants for employment as needed ensuring that qualifications and prerequisites are met
17. May assist in planning, developing and maintaining on-going creative recruitment and retention strategy and processes
18. Other duties as assigned
SUPERVISORY RESPONSIBILITIES:
None
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Requirements |
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¢ 2 plus years Human Resource experience
EDUCATION & EXPERIENCE/TRAINING:
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¢ Bachelors Degree in Business, Human Resources or related field (Relevant experience may be considered in lieu of a degree.)
KNOWLEDGE, SKILLS AND ABILITIES:
1. Knowledge
-Federal and State laws and practices pertaining to employment/labor, standard human resource practices and procedures
-Human Resources Management principles
-Wage and Hour laws and regulations
-Current case law
2. Skills
-PC Operations
-Excellent Presentation Skills
-Effective oral and written communication
3. Abilities/Aptitudes
-Ability to work well under pressure
-Flexible and able to adapt and respond to changing situations
-Excellent organizational and leadership abilities
-Ability to work and contribute as team member
4. Other Characteristics
-Sense of Humor
CERTIFICATES, LICENSES, REGISTRATIONS:
None
PHYSICAL DEMANDS:
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¢ Seeing: Ability to read reports, computer monitors, and to communicate with coworkers.
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¢ Hearing: Ability to hear well enough to communicate with customers and coworkers.
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¢ Mobility: Ability to open file drawers, operate fax and copier machines, move between departments, and attend meetings.
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¢ Dexterity: Ability to write type and use telephone system. Proficiency in a Windows environment.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is indoors with little natural light. The employee is required to work at a designated workstation on a daily basis, which consists of a desk, chair, computer, and phone.
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¢ Moderate noise level
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¢ Repetitive motion (keyboarding and mousing)
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¢ Long periods of sitting or standing
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