Manager, People Business Partner

Há 1 mês


Aveiro, Portugal Boundlessfellows Tempo inteiro

.As a People Business Partner Manager, you will use your HR expertise and background in customer service and call center environments to lead strategic alignment between HR initiatives and business goals. You will support a fast-paced, high output environment by providing consultative HR guidance to leadership, managing employee relations, and leading talent & change management, and engagement efforts.This is a hybrid role working from our NYC office. You will report to the Senior Director, People Business Partner.You'll Get To...Data & Insights:Analyze key metrics from call center and customer service functions to identify workforce trends, turnover patterns, and engagement insights.Utilize data to shape workforce strategies, improve retention, and meet business performance goals.Strategic Alignment:Partner with senior leaders in customer service and call center functions to align HR strategies with operational goals.Proactively assess organizational needs, providing innovative solutions that improve efficiencies and employee satisfaction in high-volume environments.Leverage industry best practices to foster continuous improvements and elevate service standards.Consultation with Client Groups:Be a trusted advisor to leaders, offering expertise on employee relations, performance management, and talent strategies specific to call centers and customer service departments.Provide managers with tools and guidance to navigate turnover, and foster employee well-being and engagement.Collaborate with global People Partners to ensure agreement on broader organizational goals while addressing specific regional and functional needs.Employee Relations:Support employee relations efforts by coaching managers and employees in high-pressure, customer-facing roles on conflict resolution, employee satisfaction, and leadership best practices.Provide tier 2 support for complex employee relations issues, including investigations, performance improvement plans, and disciplinary actions, partnering with the Employee Relations Partner as needed.Identify and mitigate potential employee relations risks and trends specific to the call center environment.Talent Management:Develop workforce planning strategies tailored to the unique needs of a high-turnover, customer-facing workforce.Collaborate with Talent Acquisition to attract talent for the demands of customer service roles.Support professional development planning for individuals and teams.Change Management:Oversee the smooth implementation of organizational changes, including technology rollouts, process improvements, and structural changes within the customer service teams.Prepare employees for transitions by communicating and ensuring comprehensive training and support.Employee Engagement:Lead engagement programs through employee surveys and follow-up actions focused on improving morale



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