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Director Human Resources - Call Center

Date posted 12/05/2018 Requisition Number: 231331BR Location: United States - Wisconsin - Milwaukee Zip Code: 53212 Area of Interest: Executive Management, Human Resources, Project/Program Management, Telecommunications Position Type: Full Time

The Director, Human Resources for Residential Inbound Sales 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 Call Center Leadership for Inbound Sales 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 coupled with strong employee relations experience.

  • 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
  • Partner with Leadership at the Albany Inbound Sales Center to understand the business challenges and to ensure effective and timely HR support
  • 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
  • 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
  • 8+years Human Resource experience in a multi-location Call Center environment
  • 5+ years of Human Resource management experience

Office environment
Travel required


The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are 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.

FCC Unit: 13557 Business Unit: Marketing Apply Later

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