Human Resources Manager in San Antonio, Texas at Startek

Date Posted: 11/2/2018

Job Snapshot

Job Description

Position Summary: For a specific site: provides leadership and support related to all Human Resources (HR) activities such as organization growth, succession planning, training and management development, employee relations management, change management, performance management and HR initiatives.  Partners with assigned business organization and with Corporate Teams (HR, Recruiting, and Training) to implement Human Resources strategies and initiatives that ensure organizational needs are met.
Responsible for site coordination of retention initiatives, compensation, benefits, learning and development, HR operations and compliance/employee relations activities to maximize employee resources in assigned site.  Responsible for onboarding, employee development, performance management, disciplinary action, hiring and termination of employees.  HRM may also provide leadership to the recruitment function, inclusive of forecasting, marketing/community relations, and recruitment delivery. 
Essential Duties & Responsibilities:
  • Analyze data (e.g. attrition trends, headcount trends, employee demographics, exit interviews, employee satisfaction survey results), identifies trends and recommends solutions to improve employee satisfaction, performance and retention.
    • Drive employee retention initiatives and programs.
  • Supervises direct reports.  Develops staffing plans; recruits and hires to staff the organization.  Establishes individual’s performance goals and reviews performance against goals.  Provides counseling.  Plans, approves, and implements programs for the timely development and progression of the individuals.  Plans and grants salary increases as appropriate.  Handles discipline and documentation steps in problem employee situations.  Handles dismissals.    
  • Oversees Human Resource’s staff to ensure the delivery of outstanding service to internal customers (site leadership and employees) in the areas of HR operations, employment, compensation, benefits, performance management and organizational change and improvement. 
    • Manage the HRIS changes in the employee lifecycle including new hire paperwork, payroll discrepancies and personal action changes. 
  • Implements policies, procedures or programs.  May have to adapt operations to accommodate different cultures, business practices or customs. 
  • Implements HR’s tactical business plans and processes to support the achievement of line business objectives.
  • Ensures compliance with the company’s legal guidelines and policies to protect the business and its employees. 
  • Partners with site leaders to develop Human Resources strategies that solve business problems using HR Subject Matter Experts and Learning & Development. 
  • Participates in task forces, special projects, committees or team meetings. 
  • SOP Compliance – understands T1/T2 HR Sop’s and/or HR Playbook and executes accordingly.
  • May perform other related duties and responsibilities as assigned and/or required. 

Job Requirements

Related Work Experience: 
  • Two to three years supporting a call center. Three years managerial and/or supervisory experience.
Education and/or formal training:

          Bachelor’s degree or equivalent experience.

  • HR certification preferred
Knowledge, Skills and Abilities:
  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
  • Ability to work effectively in a team oriented, high demand and fast paced environment. 
  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
  • Demonstrated effective project management, presentation, negotiation and persuasion skills.
  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.
  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.
  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.
  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.
  • Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.
  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems. 
  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives.  Ability to take charge and get results within a team environment.
  • Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.
  • Demonstrated change management aptitude and ability.  Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.  Ability to translate diverse pieces of information into meaningful conclusions and results.
  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
  • Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience. 
  • Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
  • Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.
  • Assessment measurement and evaluation techniques – Evaluates programs to ensure they meet business needs.
  • Coaching and counseling – Influences and changes individuals’ behavior and beliefs through a discovery process.
  • Performance Management Application – Applies performance enhancement tools and processes consistently across the organization to support a culture of empowerment and high performance.
  • Human Resources Planning – Analyzes organizational capability, creates and implements plans for the development, management, sourcing and retention of talent.
  • Compliance – Applies key legal precedents, policies and practices to protect the interests of the organization and individual employees.
  • Employee Champion – Able to increase employee morale, commitment and contribution through listening to their needs and responding with needed processes and products.
  • Instructor-Led Course Delivery – Applies adult learning principles and uses accelerated learning techniques to pace delivery, field questions, engage participants, enhance understanding with examples and analogies and demonstrate effective platform skills.
  • Leveraging Inclusion – Incorporates diversity throughout the organization.
  • Organization/Job Redesign – Define how tasks, authority and systems will be organized and integrated across organizational units and individual jobs.
  • Travel may be required to attend work related meetings and training sessions.
  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
  • Able to maintain a regular work schedule to meet the needs of the business.
  • Required to read and follow all company policies and procedures.
  • Support and model the company values.
“STARTEK is an Equal Opportunity Employer”


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