Manager, Human Capital Human_Resource
TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment. Human Capital Manager Human Capital Managers lead a team of Human Capital Generalists, Specialists, and Coordinators to meet the human capital needs of a specific TeleTech site. This includes training the team to deliver a high level of customer service to employees, establishing policies and initiatives to educate employees on benefits, managing payroll, and responding to employee relations issues. HC Managers proactively identify human capital solutions that will enhance bottom line results and improve employee related gross margin. Key Performance Objectives 1. Understand all key business initiatives and goals in their supported business unit. This includes growth strategies, additions of new lines of business and clients, off-shoring initiatives, and any other substantive changes in the business model or organizational structures supporting the model. The HC Manager actively implements strategies and initiatives to enable the business to achieve its objectives. They meet with site leaders regularly to identify challenges and problems that can be addressed by Human Capital, and assist the HC Director to develop a strategy and organize the team to respond to these challenges. (Business acumen, knowledge of HR strategies and issues, strategic thinking, vision) 2. Deliver human capital solutions to challenges affecting the success of the business. In conjunction with the Operations Leaders and the HC Director, the HC Manager develops plans to support each strategic initiative. Initiatives will vary by business unit based on strategic goals. Focus areas may include change management, turnover reduction, improved employee relations, management development, process reengineering, compensation restructuring, employee transition plans, or any other HC support necessary to meet business goals. Plans must be flexible to adapt to TeleTech's dynamic environment. HC Managers act as a productive member of the HC project team delivering work in a professional and timely manner. They help HC Directors to get buy-in from key leaders and managers on each initiative and enlist support to fund and implement HC plans. (Strategic planning, budgeting, persuasion and influence, partnership, project management, collaboration) 3. Improve the key success metrics. These include: â¢ Employee Related Gross Margin â¢ Site Attrition â¢ Employee engagement measurements â¢ HC response times to employee impacted items with cost implications â¢ We hear you (WHY) resolutions HC Managers gather information, analyze data, observe the process, and lead the effort to constantly improve HC process and business performance. This includes challenging conventional thinking about every aspect of the HC process. Recommended changes must be monitored and measured to ensure bottom-line impact to the business. HC Managers are expected to use technology such as Excel to track successes, analyze data, determine ROI, and create a compelling business case to convince management to invest in specific HC process improvements. (Data analysis, ROI calculations, persuasion, problem solving) 4. Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit. HC Managers prove their value by anticipating the people issues associated with business decisions and developing solutions with leaders. They resolve problems quickly, providing council and advice to help leaders avoid potential problems and issues related to employees. This role includes coaching and influencing team leaders to make wise decisions that are compatible with sound human capital and business practices. HC Managers offer clear and objective alternatives and work with the team to help implement solutions. (High i...
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