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Director Human Resources - Call Center

at Spectrum

Posted: 4/12/2019
Job Status: Full Time
Job Reference #: 1448045

Job Description

Business Title
Dir, Human Resources

Posting Location
United States - Wisconsin - Milwaukee

Posting Job Description

The Director, Human Resources is responsible for implementing and managing Human Resource policies and programs in the areas of recruitment, employment, employee relations, and equal opportunity employment in compliance with government regulations and Company goals.

In this role you will support a large and geographically dispersed employee base.  You will partner with Leadership for Inbound Sales and Retention to support and implement effective short and long term strategies to attain organizational objectives.

To be successful in this role you should possess a combination of Human Resources mastery and industry knowledge to appropriately evaluate and resolve complex HR issues within a Call Center environment.  
  • Oversee all aspects of employee relations; ensure Company policies are administered fairly and consistently.  Provide consultative support to VP Retention, Directors, Managers and Supervisors. 
  • Ensure legal compliance with all applicable local state and federal employment laws, including but not limited to FLSA, FMLA and ADAAA to minimize risk/exposure to the company
  • Provide guidance to ensure the integrity of the performance management program and the development of employees
  • Manage organizational change
  • Oversee timely and accurate payroll processing and commission reporting
  • Conduct employee investigations and oversee all escalated employee issues, including ethics point reports
  • Establish local procedures to ensure compliance with Company and regulatory agency requirements
  • Oversee Human Resources communications to your Client Group
  • Participate in enterprise wide taskforce initiatives
  • Monitor processes and ensure accurate maintenance of employee files and HRIS database
  • Review and oversee unemployment and workers compensation claims
  • Possess comprehensive knowledge of employee benefit programs, and oversee annual enrollment
  • Participate in budget planning and manage departmental expense
  • Perform other duties as required

Skills/Abilities and Knowledge
  • Prior experience in the HR function in a Call Center environment.
  • Expert knowledge of employee relations' procedures and applicable law
  • Expert knowledge of local, state and federal employment laws and procedures
  • Expert knowledge of recruitment trends and technologies
  • Expert knowledge of wage and hour laws
  • Expert project management skills
  • Strong communication skills including public speaking
  • Expert knowledge of staffing and employment practices
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to supervise the work of others
  • Ability to mentor, develop and motivate team members to the success of the department and business.
  • Ability to maintain confidentiality of information
  • Ability to make decisions and solve problems while working under pressure
  • Strong PC skills and MS Office skills
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to work independently
  • Demonstrated negotiating skills
  • Ability to analyze and interpret data in order to build a business case
  • Strong knowledge of broadband services industry/subscription based business model
  • Bachelor's degree in Human Resources, Business, or Organizational Behavior or related field
    Master’s Degree Preferred
Certifications and/or Licenses
  • Certifications for Human Resource Professionals (PHR, SPHR) preferred
Related Work Experience
  • Minimum 3 years Human Resources experience in a Call Center environment
  • 5+ years of Human Resource Management/Leadership experience
  • Office environment
  • Occasional Travel required


Requisition #

Job Code
HGN720 Dir, Human Resources Exempt

Position Type
Full Time

Area of Interest
Executive Management, Human Resources, Project/Program Management, Telecommunications

Business Unit

1320 N Martin Luther King Jr

FCC Unit

Account Code

Controlling Establishment ID
00066 - Milwaukee 1320 ML King

More on Spectrum
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications
reaffirms its commitment to providing equal opportunities for employment and advancement to qualified
employees and applicants. Individuals will be considered for positions for which they meet the minimum
qualifications and are able to perform without regard to race, color, gender, age, religion, disability,
national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal,
state or local laws.

Work State

Work City
Wisconsin - Milwaukee

Posting Job Title
Director Human Resources - Call Center

Zip Code