Director Human Resources - Call Center (Bilingual-Spanish)

Charter Spectrum El Paso , TX 79910

Posted 4 weeks ago


The Director, Human Resources Call Center 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 Leadership for Inbound Sales and Retention 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.


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

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

  • Prior experience in the HR function in a Call Center environment.

  • 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 (written and verbal) skills including public speaking - (English and Spanish)

  • 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

Minimum 3 years Human Resources experience in a Call Center environment
5+ years of Human Resource Management/Leadership experience


Office environment

Occasional Travel required

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Director Human Resources - Call Center (Bilingual-Spanish)

Charter Spectrum