Call Center HR Director

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

We are seeking a seasoned Human Resources expert to manage the recruitment, training, and development of call center employees. This role requires strategic thinking, excellent communication skills, and the ability to foster a positive work environment.

Key Responsibilities:
  • Develop and implement effective HR policies and procedures that drive success in the call center.
  • Manage the entire recruitment process for call center employees, including job postings, resume screening, interviewing, and hiring.
  • Create comprehensive training programs for call center employees, covering onboarding, customer service, technical skills, and continuous improvement.
  • Closely monitor and evaluate employee performance to ensure productivity, adherence to company standards, and exceptional customer satisfaction.
  • Develop and maintain accurate employee schedules to guarantee adequate coverage for call center operations and seamless customer experiences.
  • Administer and manage employee benefits, including healthcare, 401(k) plans, and other perks.
  • Ensure strict compliance with labor laws, regulations, and company policies to minimize risks and maintain a positive reputation.
  • Manage complex employee relations, including conflict resolution, disciplinary action, and employee engagement strategies.
  • Nurture and maintain positive relationships with employees, managers, and stakeholders through open communication and empathy.
  • Analyze and interpret call center metrics and data to identify areas for improvement, opportunities for growth, and trends that impact business outcomes.
Requirements:
  • Bachelor's degree in Human Resources, Business Administration, or a related field is essential.
  • At least 5 years of experience in HR management, preferably in a fast-paced call center environment.
  • In-depth knowledge of federal and state labor laws, including FLSA, FMLA, and ADA, is required.
  • Exceptional communication and interpersonal skills, with the ability to build trust and rapport with diverse groups.
  • Strong problem-solving skills, creative thinking, and adaptability are crucial in this role.
  • Proven ability to multitask, prioritize tasks, and manage competing deadlines in a dynamic environment.
  • Proficiency in HRIS systems, Microsoft Office, and other HR-related software tools is necessary.
  • Able to work independently and collaboratively as part of a high-performing team, with a customer-centric mindset.

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