Director, Human Resources

Description Job Classification: Full-Time Regular

Purpose:
APAC Customer Services, Inc. (Nasdaq: APAC) is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics and travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973 and headquartered in Bannockburn, Illinois, the company maintains 9 customer interaction centers nationwide.
Ranked among the top 10 global contact-management leaders and recognized for excellence by our peers, we have been listed among the Top Ten of Service Providers for more than 17 years by Customer Interaction Solutions magazine, and were the recipient of 2005 and 2006 industry awards for high-quality, results-oriented solutions.
Our reputation for excellence is due in large part to the contributions of more than 8,100 talented, ambitious professionals. And we currently have opportunities for you to join our team.
DIRECTOR, HUMAN RESOURCES
 
LOCATION:                  Tucson, Arizona
 
ORGANIZATION:           Human Resources
 
CODE:                          090930453
 
QUANTITY:                   One (1)
 
 
SUMMARY:  Serve as value added HR business partner to a divisional leadership team.  Provide comprehensive professional HR support services including the administration and maintenance of succession planning, talent management, talent acquisition, learning and development, employee relations, performance management, reward and recognition, benefits administration, compliance and HR policies and guidelines.  Leverage corporate resources (Benefits, HRIS, Compensation, Legal, Payroll, Audit, Compliance and Risk) to the best benefit of the division/region.  Assist in the development and implementation of a broad range of effective, integrated HR solutions to address key business challenges while continuously improving the HR staff's capability and results.  Lead the divisional HR team to in the pursuit of �Best in Class� HR organizational support and travel as necessary.
 
Division scope:  3-5 sites across multiple states.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 

• Provide overall HR functional leadership for assigned division. In conjunction with Operations VP/SVP and field HR Leader, establishes HR direction for the division.  Ensures HR strategy aligns to best optimize individual/organizational performance and drives business results.

 

• Serve a key member of divisional operations team, providing support on HR and other business matters for the divisional Operations VP/Senior VP.

 

• Assist in the development and implementation of quality processes and programs to identify, develop and promote people throughout the field organization.

 

• Lead efforts to implement programs and processes to enhance the work life of our employees and fosters a culture that embraces change, openness and lifelong learning.

 

• Direct the interpretation and consistent application of established HR programs and policies throughout the region.
• Working in partnership with Management, develops recruiting strategy and identifies talent needs for division; directs recruitment process and is integral member on final recruiting decisions.

 

• Identify legal requirements and government reporting regulations affecting the organization's recruitment, placement and training programs, assuring compliance with all Title VII laws, Americans with Disabilities Act (ADA) regulations and with the Equal Employment Opportunity (EEO) regulations.  Ensure that the business unit's Affirmative Action Program is compliant and up to date at all times.

 

• Advise and instruct management in human relations skills consistent with company goals. Serves as coach for field leadership; utilizes organizational assessment tools to provide feedback to leaders to maximize their performance and impact on respective teams.

 
�         Lead and ensure positive employee relations practices throughout area of responsibility by educating management on union avoidance, monitoring and taking corrective actions on employee relations issues, and providing counseling.
 
�         Present HR issues to management.  Conduct a continuous study of field HR policies, programs and practices to keep management informed of new developments and makes recommendation for revisions.  Identify best practices and organizational effectiveness, corporate culture and communication activities, and recommends changes or innovations within scope of area.
 
�         Provide direction on the Performance Management processes and ensures timely execution of goal setting, performance reviews (annual and ongoing), and compensation planning/rewards throughout the year. 
 

• Recruit, lead, manage and develop HR personnel.

 
�         Develop programs, policies, procedures and controls regarding recruitment and selection, workforce utilization and analysis, turnover, and HR statistical reporting.
 
�         Set and manage respective sections of the HR budget.
 

• Frequently travel to the call centers to promote relationships, resolve problems, and survey conditions.

  
 
REFERRAL BONUS: N/A
 
RELOCATION BENEFITS:  N/A
 
RECRUITER: Corporate Recruiter, [Click Here to Email Your Resumé]
 
APAC CUSTOMER SERVICES, INC. is an equal opportunity employer.
 
APAC CUSTOMER SERVICES, INC. is not affiliated with APAC, Inc., the road paving and construction materials company.
 

Requirements Education:  Ideal candidates will possess a Bachelor's Degree in Business Administration, Human Resources, Psychology or equivalent with 8-10 years experience in a Human Resources Generalist role. Applicable HR certification preferred (PHR or SPHR).  Black belt or green belt certification strongly preferred.
 
Experience:  Extensive knowledge of Human Resources practices including all applicable laws, and regulations.  Minimum of at least 8 to 10 years of senior HR managerial experience, preferably handling multiple sites. Successful candidate must have the proven ability to be an influential change agent; able to thrive in a fast-paced, customer-focused environment. Prior experience working in a contact center, retail environment or operations management background experience preferred.
 
Skills, Knowledge, & Abilities:  Demonstrated track record in helping businesses to grow, in particular in challenging economies.  Ability to adapt to changing priorities, meet deadlines and work well under pressure.  Business experience in operations or customer service highly desirable.  Proven ability to lead, coach, and develop remote teams, both strategic and tactical.  Innovative and forward thinking HR professional who has demonstrated an ability to understand the goals and needs of a business and has provided outstanding leadership in developing and implementing comprehensive HR solutions, which allows an organization to meet their business objectives.  A great attitude and demonstration of strong management and leadership skills.  Demonstrated proficiency of sound techniques in all aspects of HR management and administrations with particular emphasis on high volume recruitment and selection, positive employee relations, employment law, learning and development and compliance.  Have the confidence, drive, tenacity and tact to move projects forward and resolve issues.  Ability to establish and maintain effective relationships with all levels of employees; ability to present facts and recommendations effectively in oral or written form. 
Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions.  Proficiency in all Microsoft Office applications is required. 
 
Travel Required:  30%- 40% and/or as needed.