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Call Center HR Generalist / Recruiter in Spokane Valley, WA at Sears Home Services

Date Posted: 4/2/2019

Job Snapshot

Job Description

Req/Job ID: 971843BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Human Resources

JOB SUMMARY: District Human Resources Generalist is responsible for utilizing Human Resources expertise to provide HR support for a 100+ headcount sales and service contact center, focusing on leadership partnership, recruitment/onboarding, employee relations, payroll, retention, compliance, and benefits information to help meet business objectives and ensure fair treatment of associates. Develops departmental strategies toward goal achievement and operates within budgetary guidelines. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with Center management and may participate on cross-functional project teams.

• Drives team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, and fair human resources management; performs a wide variety of human resource related duties while maintaining appropriate diplomacy and confidentiality
• Develops and implements proactive, creative and cost-effective sourcing, marketing and recruitment strategies to achieve required staffing levels; consults with hiring manager and/or workforce planning group regarding hiring needs and appropriate strategy; and participates on biweekly staffing calls and provides local update
• Develops and maintains professional relationships with external sources to generate applicant flow including learning institutions, government agencies, independent organizations, including nonprofit agencies and other employment sources
• Monitors, analyzes, directs, and participates in the employment process, including recruitment, interviewing, skills testing and referencing processes, to ensure best practices. Ensures that specific referral sources are captured on the applicant tracking spreadsheet; uses Sourcing Strategy document to analyze return on investment (applicant flow generation, cost per hire, and
retention of hires from specific sources) for recruiting expenses
• Manages and participates in generalist support functions
• Provides answers to employee questions regarding Human Resource issues, including benefits, leaves of absence, compensation, associate development process, Workers Compensation, and Customer Network policies and procedures, including researching plan documents, reviewing documentation provided by team leaders for accuracy and adherence to communicated standards, and preparation of reports using Human Resources databases; makes recommendations on and participates in the performance management/improvement processes as well as progressive discipline and terminations, working
closely with supervisors and managers in all departments; prepares employer responses to unemployment claims and participates in claim hearings; and ensures that all documentation is complete and lawful
• Represents the Center and the department in employee meetings, committee and team meetings, investigations, training sessions, orientation programs, and employee activity events, and provides documentation as applicable through the use of computerized word processing and spreadsheet software systems (some duties may require air and/or ground travel)
• Maintains current knowledge of Company policies and procedures, as well as all Human Resource related state and federal legislation; recommends changes to maintain legal compliance and consistency as appropriate; and answers related internal and external policy and procedural questions within authority
• Assists Human Resources and other designated teams in special assignments which may include research and recommendation for continued improvement of services, site-specific assignments, formulation of policies and procedures, market analysis for revision of compensation or benefit plans, and vendor/product analysis, including developing statistical reports, preparing and
conducting presentations, and creating detailed proposals
• Promotes and determines conflict resolution for workplace issues
• Functions as a consultant to supervisors/managers; provides coaching and counseling to develop human resource and employee relations skills
• Furthers organizational diversity and maintains and monitors Equal Employment and Affirmative Action compliance
• Monitors direct operating expense and adherence to budget
• Serves as resource throughout organization for employment-related activities and initiates such activities throughout organization
• Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies
• Appropriately addresses escalated human resource issues; consults Regional HR Manager or corporate legal department for guidance as needed
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

Job Requirements

• Minimum of three (3) years of broad-based Human Resource Generalist experience and one (1) year of recruitment/selection experience
• Ability to identify and analyze root causes for turnover and drives or employee dissatisfaction, as well as active engagement in retention strategies and related programs (i.e., exit interviews, engagement surveys, focus groups)
• Skill in developing and maintaining positive, professional peer relationships
• Ability to build community reputation as employer of choice (i.e., team with the Center on charity contribution drives and associate events as assigned)
• Ability to maintain a high level of confidentiality and diplomacy regarding employee issues at all times
• Ability to develop professional working relationships with Human Resources staff and operations leaders
• Ability to creatively source and effectively screen candidates
• Ability to coach and develop talent
• Working knowledge of Human Resource information system(s)
• In-depth knowledge of current local, State, and National Human Resources legislation
• Ability to manage expenses as assigned, including payroll, recruitment, and contest/awards
• Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
• Proficient skill in word processing, including Microsoft Office suite

• Professional Human Resources Certification (PHR or SPHR)
• Project management, sales call center (inbound or outbound), customer service call or web center and/or credit card operations or collections call center experience
• Supervisory experience

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