HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home. Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain. Come see why you should work for HomeServe USA!
Reporting to the HR Director, the Human Resources Manager is responsible for managing all aspects of employee relations within the call center and will work closely with Site Leadership on continuous process improvements and employee engagement.
Resolves employee concerns; investigates, counsels, and mediates issues.
Participates in employee engagement activities and works with HRD & Site leadership to analyze engagement data & create action plans.
Conducts exit interviews and reviews/analyzes attrition trends.
Ensures compliance with all federal, state & local regulations, relating to the HR field.
Represents company in unemployment claim hearings.
Policy & Procedures:
Implements HR policies & practices and ensures uniform & equitable application, continually reviewing for effectiveness in a changing environment.
Manages the corrective action process, including handling terminations.
Oversees the performance review process for the site.
Works with leadership to identify skills gaps and creates action plans to address.
Manages metrics for attrition, promotions, performance reviews, etc
Audits site HR practices and procedures.
Manages up and is comfortable communicating with all levels of the organization.
Responsible for site and company-wide projects as assigned.
Bachelor’s degree in Human Resources or related field
Minimum of 10 years of HR experience (with a minimum of 5 years in employee relations)
PHR/SPHR or SHRM-CP/SCP a plus
Experience in a call center environment highly desired.
Advance level proficiency in Microsoft Office suite (Word, Excel, and PowerPoint)
Experience working with HRIS system required; UltiPro preferred
Excellent time management, organizational, and adaptability skills
Advanced analytical, problem-solving & mediation skills.
Must be self-driven and able to manage up.
Sound coaching & facilitation skills.
Must be customer–centric, creating solutions and experiences that drive business results.
Must communicate & interact effectively with all levels in support of organizational change.
Must be able to flex schedule and travel occasionally.
In return we offer
Career development and advancement opportunities
Business-casual attire throughout the week
Friendly, open and team oriented work atmosphere
Excellent benefits including generous medical, vision, dental and life & disability insurance
401(k) plan with a company match
HomeServe USA is an equal opportunity employer.