VP, Human Resources - Customer Care

Post Date: 09/29/2017 Job ID: 926 Pay Rate: 230000
  VP, HUMAN RESOURCES - CARE Centennial,  CO
  • Requisition #:  166056
  • Job Type:  Full Time
  • Location:  Centennial,  CO
  • Team:  Human Resources
  • Pub Date:  9/5/17

 

Job Summary:
Reporting to the Division Vice President Human Resources, this newly created position serves a purpose of leading our division HR teams and strategy for our Call Center Operations and our Customer Experience organizations. The role will be a business partner to our senior leaders to help ensure a strong culture through organizational health, employee engagement, team and leader development, and organizational success and accountability.

This position is responsible for aligning human capital strategies with business strategies to create the optimal work environment leading to strong business outcomes. This leader will oversee six geographically disperse call center operations as well as provide leadership support to our vendor partner operations. They will also be a part of the Division Shared Services Leadership Team working with key leaders to continue the advancement of the overall business and teams.

Military Experience Welcomed!

Primary Responsibilities:

HR Business Partner
- Manage a team of 3 Direct reports and 20 indirect reports across four states and across employee populations of 5000+ people
- Design and implement programs to help the organization reduce employee attrition
- Ability to effectively help drive organizational culture forward
- Build and manage top performing teams
- Drive a strong Talent Management and Development Culture for Both HR and Business Teams
- Support key business strategies
- Support and lead change management focus
- Creative and progressive thinker
- Strong interpersonal skills and ability to work in a matrixed organization
- Passion on employee experience
- Focus on customer experience
- Employee engagement at all levels
Core Responsibilities:
- Guides and coordinates daily HR operations for the Customer Operations/Customer Experience (CX) employee population
- Provides perspectives and input to Center of Excellence (COE) and division wide policies and programs that are in development through participation in task forces special projects and committees
- Provides consultative services to senior business team on organizational performance compensation and other HR related activities
- Provides key HR data to senior team that impacts the business
- Supervises direct reports. Develops staffing plans; recruits and hires to staff the organization
- Establishes individual performance goals and reviews performance against goals. Provides counseling. Plans approves and implements programs for the timely development and progression of the individuals. Handles discipline and documentation steps as appropriate.
- Leads and supports organizational change by seeking and developing ways for the organization to be more effective
- Responsible for ensuring staffing targets are met for all COE and CX departments
- Responsible for ensuring employee engagement initiatives are in place for all COE and CX Departments
- Responsible for ensuring effective training & development plans are in place for all COE and CX Departments
- Responsible for ensuring compensation programs are administered effectively across the COE' s
Job Specification:
- Ability to function as an internal coach to management peers and others by helping them identify and resolve issues encouraging excellent management practices anticipating internal organization issues proposing solutions and understanding/representing the employee perspective.
- Strong leadership skills with an ability to lead by example in terms of creating an exciting environment for employees and the company to ensure collective success
- Ability to serve as a strategic business partner and advisor to senior executives with a solid track record of achievement in the human resources management function
- Demonstrated ability in leveraging key performance indicators to drive organizational success
- Demonstrated Strategic Planning acumen
- Demonstrated history of successfully managing human resource activities across multiple facilities and across a wide geography
- Demonstrated capabilities in developing and leveraging HR metrics to guide HR effectiveness
- Demonstrated project management and implementation skills
- Demonstrated process improvement skills
- Exceptional verbal written and interpersonal communication skills with demonstrated presentation skills
- Demonstrated analytical and problem solving skills
Additional Requirements:
- 10-15 years progressive experience in Human Resources management including experience managing senior HR professionals (Director and above)
- Experience in labor relations (i.e. labor campaigns/elections collective bargaining grievance arbitrations)
- Strong communication and organizational skills
- Cable/Telecom industry knowledge highly preferred
- Experience working in a fast-paced environment managing multiple priorities
- Bachelor' s Degree required. JD or Master' s Degree or PHR or SPHR designation preferred
- Must have ability to operate in a professional business manner with high degree of integrity at all times
- Must be a team player, able to handle ambiguity, anticipate and react to changes quickly
- Excellent written and presentation skills
- Strong planning and problem solving skills
VP, HUMAN RESOURCES - CARE Centennial,  CO
  • Requisition #:  166056
  • Job Type:  Full Time
  • Location:  Centennial,  CO
  • Team:  Human Resources
  • Pub Date:  9/5/17

 

Job Summary:
Reporting to the Division Vice President Human Resources, this newly created position serves a purpose of leading our division HR teams and strategy for our Call Center Operations and our Customer Experience organizations. The role will be a business partner to our senior leaders to help ensure a strong culture through organizational health, employee engagement, team and leader development, and organizational success and accountability.

This position is responsible for aligning human capital strategies with business strategies to create the optimal work environment leading to strong business outcomes. This leader will oversee six geographically disperse call center operations as well as provide leadership support to our vendor partner operations. They will also be a part of the Division Shared Services Leadership Team working with key leaders to continue the advancement of the overall business and teams.

Military Experience Welcomed!

Primary Responsibilities:

HR Business Partner
- Manage a team of 3 Direct reports and 20 indirect reports across four states and across employee populations of 5000+ people
- Design and implement programs to help the organization reduce employee attrition
- Ability to effectively help drive organizational culture forward
- Build and manage top performing teams
- Drive a strong Talent Management and Development Culture for Both HR and Business Teams
- Support key business strategies
- Support and lead change management focus
- Creative and progressive thinker
- Strong interpersonal skills and ability to work in a matrixed organization
- Passion on employee experience
- Focus on customer experience
- Employee engagement at all levels
Core Responsibilities:
- Guides and coordinates daily HR operations for the Customer Operations/Customer Experience (CX) employee population
- Provides perspectives and input to Center of Excellence (COE) and division wide policies and programs that are in development through participation in task forces special projects and committees
- Provides consultative services to senior business team on organizational performance compensation and other HR related activities
- Provides key HR data to senior team that impacts the business
- Supervises direct reports. Develops staffing plans; recruits and hires to staff the organization
- Establishes individual performance goals and reviews performance against goals. Provides counseling. Plans approves and implements programs for the timely development and progression of the individuals. Handles discipline and documentation steps as appropriate.
- Leads and supports organizational change by seeking and developing ways for the organization to be more effective
- Responsible for ensuring staffing targets are met for all COE and CX departments
- Responsible for ensuring employee engagement initiatives are in place for all COE and CX Departments
- Responsible for ensuring effective training & development plans are in place for all COE and CX Departments
- Responsible for ensuring compensation programs are administered effectively across the COE' s
Job Specification:
- Ability to function as an internal coach to management peers and others by helping them identify and resolve issues encouraging excellent management practices anticipating internal organization issues proposing solutions and understanding/representing the employee perspective.
- Strong leadership skills with an ability to lead by example in terms of creating an exciting environment for employees and the company to ensure collective success
- Ability to serve as a strategic business partner and advisor to senior executives with a solid track record of achievement in the human resources management function
- Demonstrated ability in leveraging key performance indicators to drive organizational success
- Demonstrated Strategic Planning acumen
- Demonstrated history of successfully managing human resource activities across multiple facilities and across a wide geography
- Demonstrated capabilities in developing and leveraging HR metrics to guide HR effectiveness
- Demonstrated project management and implementation skills
- Demonstrated process improvement skills
- Exceptional verbal written and interpersonal communication skills with demonstrated presentation skills
- Demonstrated analytical and problem solving skills
Additional Requirements:
- 10-15 years progressive experience in Human Resources management including experience managing senior HR professionals (Director and above)
- Experience in labor relations (i.e. labor campaigns/elections collective bargaining grievance arbitrations)
- Strong communication and organizational skills
- Cable/Telecom industry knowledge highly preferred
- Experience working in a fast-paced environment managing multiple priorities
- Bachelor' s Degree required. JD or Master' s Degree or PHR or SPHR designation preferred
- Must have ability to operate in a professional business manner with high degree of integrity at all times
- Must be a team player, able to handle ambiguity, anticipate and react to changes quickly
- Excellent written and presentation skills
- Strong planning and problem solving skills

Michelle Abel
CPC

Michelle Abel, CPC, is the founder of Corporate & Technical Recruiters, Inc. She began her career after completing her undergraduate studies in Psychology at Emory University. Before founding CTR, she was a partner and CFO in a national recruiting firm. Michelle went on to establish her own firm as CEO of Corporate & Technical Recruiters. CTR's clients have a global presence and offer positions in marketing, sales, management, technology, engineering and accounting. With over 20 years of experience in the personnel field, Michelle's dedication to service makes her a leader in the industry.

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