Position Summary:

The HR Director will provide strategic leadership for the Human Resources function, supporting the Call Center business unit within the BPO Network. This role will serve as a trusted business partner the HR Leadership Team (HRLT) and senior leadership team, driving HR strategies that align with business goals, enhance employee engagement, and ensure operational excellence. The HR Director will oversee all HR functions, including talent acquisition, employee relations, performance management, compliance, and organizational development, while fostering strong relationships with key stakeholders to influence and deliver impactful HR initiatives.

Key Responsibilities:

Strategic HR Leadership & Business Partnering

• Partner with the HRLT and senior leadership to develop and implement HR strategies that support business priorities and growth objectives.
• Act as a trusted advisor to leaders, providing guidance on workforce planning, talent management, and organizational development.
• Collaborate with operational leaders to ensure HR solutions address business challenges and drive results.

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders to align HR initiatives with business needs.
• Engage with leaders to understand and address workforce challenges, ensuring HR strategies are integrated into business plans.
• Influence decision-making by providing data-driven insights and recommendations on HR matters.

Talent Acquisition & Workforce Planning

• Oversee the recruitment and onboarding processes to attract and retain high-caliber talent.
• Develop workforce planning strategies to meet the dynamic needs of the call center business unit.
• Implement succession planning frameworks to support leadership continuity and employee development.

Employee Engagement & Retention

• Drive initiatives that foster a positive, inclusive, and high-performing work culture.
• Design programs that enhance employee engagement, satisfaction, and retention in a high-turnover environment.
• Act as an advocate for employee well-being and development, promoting work-life balance and professional growth.

Performance Management & Development

• Implement robust performance management systems to drive accountability and excellence.
• Coach managers on delivering effective feedback and development plans.
• Identify skill gaps and create learning and development programs to address them.

Compliance & Risk Management

• Ensure compliance with labor laws, industry-specific regulations, and company policies.
• Manage employee relations issues, including grievances and disciplinary actions, in a fair and consistent manner.
• Conduct HR audits and implement measures to mitigate risks and ensure legal compliance.

Operational Efficiency

• Optimize HR processes to improve service delivery and operational efficiency.
• Leverage HR technology and data analytics to provide insights and inform decision-making.
• Collaborate with finance and IT teams to streamline HR-related systems and processes.

Qualifications:

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, or a related field; Master’s degree preferred.
• Minimum of 10 years of progressive HR experience, including leadership roles, ideally within a call center or BPO environment.
• Proven experience in talent acquisition, employee relations, and performance management in high-volume settings.
• Demonstrated ability to build relationships and influence stakeholders across all organizational levels.
• Strong knowledge of labor laws, compliance, and BPO-specific regulations.

Technical Skills

• Proficiency in HRIS systems (e.g., Oracle Peoplesoft, Workday, or similar).
• Experience in HR analytics and data-driven decision-making.
• Familiarity with automation in HR and payroll systems is a plus.

Key Competencies:

Business Partnering & Stakeholder Management

• Collaboration: Strong ability to build and maintain effective partnerships across functions and leadership levels.
• Influencing: Skilled at engaging stakeholders to adopt HR strategies and align with business goals.
• Strategic Thinking: Capacity to align HR initiatives with organizational objectives and anticipate workforce needs.

Leadership & Execution

• Leadership: Proven ability to lead, inspire, and develop a high-performing HR team.
• Problem-Solving: Adept at identifying challenges and implementing practical, innovative solutions.
• Analytical Skills: Skilled at leveraging data and metrics to inform decisions and demonstrate HR impact.

Employee-Centric Focus

• Engagement: Strong commitment to creating a positive, inclusive work environment.
• Communication: Exceptional ability to convey ideas clearly and effectively to diverse audiences.
• Adaptability: Thrives in a dynamic, high-pressure environment with resilience to change.

This is an exciting opportunity to shape the HR strategy for a critical business unit within a leading BPO network. By partnering with senior leaders and driving impactful HR initiatives, you will play a key role in delivering business success, enhancing employee satisfaction, and creating a culture of excellence.

If this sounds like an ideal role, then apply with an up to date CV. 


Dave
#LI-DO1