**Additional Responsibilities**:- Provide management oversight and direction to several Human Resource functions within the call center team: Employee Benefits, Compensation, Employee Relations, Talent Management, Retention, HR Reporting, and Employee Development- Participate in the development and implementation of the call center's short and long term strategic plans and programs particularly from the perspective on the impact on people.- Maintains positive employee relations including, programs responsive to diversification, employee retention methods, the timely resolution of employee concerns, provides active coaching and counseling to managers and employees, conducts investigations of workplace issues and complaints and advances conflict resolution strategies.- Work closely with the business and employees to improve work relationships, build morale, increase employee commitment, engagement, productivity and retention- Recommends and supports the development and implementation of HR related initiatives, policies, procedures and best practices compliant with local jurisdictions.- Proactively assesses and anticipates HR related needs to support the business in achieving its business goals and objectives.- Actively participates in key leadership meetings of the assigned client groups- Continually assess the competitiveness of all HR programs and practices against relevant comparators.- Manage all disability claims and health and safety mattersSkills & Experience- Minimum 5 years progressively more senior Human Resources experience within a call center environment.- Demonstrated success in leading and implementing Human Resources programs in employee relations, recruitment and retention, organizational development, compensation, training and Occupational Health- Strong communication skills including the ability to write and speak fluent English.- Post-secondary degree with concentration in business/Human Resources or equivalent work experience required- Strong working knowledge of all applicable employment laws- Demonstrated interpersonal and communication skills to effectively deal with multiple stakeholders- Ability to diagnose complex employee relations issues- Comfortable with change and managing to tight timelines- Proficient consulting, coaching, and collaboration skills- Strong leadership skills with the proven ability to influence and build credible and effective relationships with all levels and across both the business and HR- Sound analytical, problem solving and negotiation skills with an ability to understand broad Human Resource issues and resolve conflict situations in a diplomatic, sensitive and confidential manner- Results-oriented, highly organized and have a demonstrated ability to handle multiple priorities- Excellent facilitation/presentation skills