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Manager, Area HR Central

Sykes 1

Location: Tampa, Florida, 33602
Type: Remote
Posted on: September 1, 2022
This job is no longer available from the source.
Title Manager, Area HR Central
Job category Human Resources
Requisition # 8019BR
Job description You Will
Be responsible for the management of the staff, processes, activities, systems, client relationships and related Program services within HR Central (HRC). This position uses knowledge of a Program’s system and process to ensure a positive and effective client relationship with primary focus to ensure that work activities and deliverables are sound and aligned with the organization’s objectives to continuously improve processes and optimize function cost.
• Responsible for the processes, systems, data and client relationships pertaining to the Program being managed.
• Responsible for ensuring HRC Program client relationship meets customer service objectives by forecasting requirements, preparing related plans, scheduling expenditures, analyzing variances and initiating corrective actions.
• Determines and ensures HRC Program staffing performance objectives by recruiting, selecting, orienting, training, scheduling, coaching, resolving conflicts and disciplining employees following L-Sykes and L-Sitel ‘s guidelines.
• Monitors and seeks to improve Program customer satisfaction (delivery quality) by studying and analyzing the related staff, processes and systems for improvement opportunities.
• Responsible for all Program-related business processes and data, and for implementing methods for ensuring the overall integrity of the data associated with the Program(s), SLAs and supporting applications.
• Works with HRC management to negotiate and evaluate Program SLAs.
• Establishes and maintains timely and thorough statistical reporting to HRC management and internal customers on all aspects of customer service performance, issues and trends.
• Applies systems and process knowledge to effectively utilize HRC tools to evaluate and manage Program transactions and deliverables and to drive related efficiencies.
• Has primary responsibility for all Program issues and maintains processes by which issues that affect service delivery and efficiency (process, system, behavioral) are identified and corrected.
• Manages HRC client Program relationship and interacts closely with managers and executives to identify deliverable opportunities, gaps and possible changes.
• Responsible for maintaining all compliance requirements of HRC and Program transactional and data integrity processes.
• Works closely with other Corporate and client teams such as Recruitment, Compensation, Benefits, Operations, etc., on issues that relate to and may need to involve the HRC team.
• Participates on HRC projects in support of L-Sykes and L-Sitel's strategies and policies.
Required qualifications, skills and experience You Have:
• Bachelor’s degree strongly preferred, will consider equivalent combination of education and experience for the right candidate
• Two or more years’ experience in a management or lead service delivery capacity required
• Three or more years of experience working with information systems and related data in a customer service capacity.
• Detailed knowledge of how systems, data, interfaces and process workflows integrate in a customer service environment.
• Maintains sufficient systems skills for the core information system supporting the Program(s) being managed.
• Excellent management skills and ability to organize and plan effectively to meet both short and long-range goals and objectives.
• Stays current on trends and developments within functional area of expertise and customer opportunities, constantly researches and uses best practices of similar and successful companies as benchmarks.
• Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner.
• Excellent interpersonal skills and ability to work effectively with business partners.
• Proven ability to lead and motivate others in accomplishing goals.
• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and costs.
• Possesses ability to manage multiple project plans successfully and simultaneously.
• Accomplishes commitments towards goals and objectives by motivating and building a team; motivates individuals and groups by creating a positive work environment.
• Deals with interpersonal conflict, stressful work conditions and rejection by coping in a mature, problem-solving, solutions-oriented manner.
Site Corporate
Address 400 North Ashley Drive
City Tampa
State/Province Florida
Zip/Postal Code 33602
Country United States
Travel required Up to 10%
About SYKES SYKES Is now part of the Sitel Group®
Learn, Lead & Grow at Sitel Group®
We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
• GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
• BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
• WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
• GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
• MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.
As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.
With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.
EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.
EEO statement COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
Hiring Group Corporate Non-Agent
Workplace Type Non-Agent Remote