Job Description
Important Financial Company is looking for a Call Center Human Capital Manager to help us manage the talent and development of our Contact Center agents and leaders. An HR Manager in a contact center oversees talent acquisition, employee relations, performance management, and training within a fast-paced customer service environment. Key responsibilities include reducing high turnover, ensuring legal compliance, managing performance metrics (KPIs), and driving engagement for agents and team leaders to improve operational efficiency.
Key Responsibilities
Talent Acquisition & Retention: Manage high-volume recruitment, onboarding, and reduction of turnover, absenteeism and tardiness to maintain staffing levels.
Performance Management: Implement performance appraisals, reward systems, and disciplinary actions aligned with business KPI's.
Employee Relations & Culture: Cultivate a positive working environment, resolve conflicts, and enhance employee engagement to reduce turnov...