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HR Director, Corporate and Call Center

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Job ID HRDIR11471 Date posted 04/10/2021 Location Chicago, Illinois Job Type Full Time

Summary:  The Director of Human Resources, Corporate and Call Center is responsible for the strategy and execution of policies relating to our most important asset -- our employees (Pack Members). In this role you will serve as the primary HR Business Partner to Corporate and Call Center leadership to ensure the HR function supports organizational objectives and are executed flawlessly.

Duties & Responsibilities:

  • Analyzes trends and metrics in partnership with the Corporate and Call Center leadership and enterprise HR group to develop solutions, programs and policies
  • Manages and resolves complex employee relations issues and conducts effective, thorough and objective investigations as necessary
  • Drive the recruitment and employee life cycle for Corporate and Call Center teams
  • Drive the engagement process including survey participation, State of the Team Meetings and Action Planning for Corporate and Call Center employee populations
  • Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance, partnering with the corporate HR and counsel as needed/required
  • Provides day-to-day performance management guidance to management (e.g., coaching, counseling, career development, disciplinary actions)
  • Works closely with management and Pack Members to improve work relationships, build morale, and increase productivity and retention
  • Provides HR policy guidance and interpretation
  • Assists with Call Center 3rd party staff augmentation and related HR matters
  • Provides guidance, leadership and input on workforce planning and organizational design
  • Identifies training needs for business units and individual coaching needs.
  • Participates in evaluation and monitoring of training programs to ensure success
  • Drives enterprise wide Talent and HR programs in the areas of talent acquisition, performance management, compensation, training and development, service values, rewards & recognition and succession planning
  • Maintain employee benefits programs by studying and assessing benefit needs and trends; recommending benefit programs to management; directing the processing of benefit claims; designing and conducting educational programs on benefits programs. Including administrative, legal, and financial issues relating to healthcare coverage, retirement plans, and educational assistance programs
  • Partners with corporate Talent team as needed on enterprise wide programs

Basic Qualifications & Skills

  • Bachelors Degree in Human Resources, Business or related
  • Minimum of 5 years experience as an HR Business Partner
  • Demonstrated proficiency in Microsoft Office suite
  • Successful completion of a criminal background check
  • Demonstrated ability to handle multiple projects and re-prioritizations
  • Demonstrated attention to detail
  • Demonstrated strong problem solving and organizational skills

Desired Qualifications:

  • Previous experience supporting both a professional and a call center workforce
  • Previous experience partnering with a senior leadership team
  • Experience utilizing HR Technology (UKG Pro preferred)
  • Experience in Talent Management
  • Enthusiastic and positive energy
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