Manager, Contact Center

1. Leadership and Team Management: One of the primary responsibilities of a manager in HR Operations is to provide leadership and direction to the team. This includes managing and evaluating team performance, setting goals, and ensuring that all team members are working towards the same objectives.

2. Strategic Planning: The manager is responsible for developing and implementing strategies that align with the companys goals and objectives. They should also be able to anticipate future challenges and opportunities and make plans accordingly.

3. Process Improvement: The manager must constantly identify opportunities for process improvement and implement changes to improve efficiency and effectiveness. This includes developing best practices, standardizing processes, and implementing new technologies or systems.

4. Compliance Management: The manager is responsible for ensuring that all HR operations comply with relevant laws, regulations, and company policies. This includes conducting regular audits and reviews to ensure compliance.

5. Stakeholder Management: The manager must effectively communicate and collaborate with various stakeholders, including employees, other managers, and senior leaders. They should be able to manage expectations, resolve conflicts, and build strong relationships.

6. Performance Management: The manager is responsible for overseeing the performance management process, including setting performance standards, providing feedback, and managing performance reviews.

7. Training and Development: The manager should ensure that team members have the necessary skills and knowledge to perform their jobs effectively. This may involve organizing training sessions, providing resources, and promoting continuous learning and development.

8. Budget Management: The manager must manage the budget for HR operations, ensuring that resources are used efficiently and effectively. This includes forecasting future costs, managing expenditure, and identifying cost-saving opportunities.

9. Service Delivery: The manager is responsible for ensuring that HR services are delivered effectively and efficiently. They should monitor service levels, resolve any issues, and strive to improve the quality of service.

10. Change Management: The manager should lead change management initiatives, ensuring that changes are implemented smoothly and effectively. This includes communicating changes to team members, managing resistance to change, and ensuring that changes are integrated into regular operations.

Competencies Needed for the Role:

1. Leadership Skills: Ability to lead, motivate, and mentor a team, ensure efficient performance, and manage conflicts.

2. Strategic Thinking: Ability to understand and contribute to the organizations strategic goals.

3. Analytical Skills: Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.

4. Communication Skills: Ability to communicate effectively with team members, stakeholders, and senior management.

5. Interpersonal Skills: Ability to build and maintain strong relationships with stakeholders.

6. Knowledge of HR Systems and Databases: Comprehensive understanding of HR systems, databases, and best practices.

7. Project Management Skills: Ability to plan, manage, and execute projects efficiently and effectively.

8. Decision-Making Skills: Ability to make informed decisions that benefit both the team and the company.

9. Compliance Knowledge: Knowledge of labor laws and HR best practices.

10. Organizational Skills: Ability to organize and prioritize tasks to ensure operational efficiency.

11. Financial Acumen: Understanding of budget management and financial principles to drive efficiency and profitability.

12. Change Management: Ability to manage, drive, and adapt to change within the organization.

13. Problem-Solving Skills: Ability to identify and resolve problems efficiently.

14. Continuous Learning: Commitment to ongoing self-development and learning in the field of HR.

15. Customer Service: Strong customer service skills to ensure a positive experience for employees and other stakeholders.

16. Technical Skills: Proficiency in the use of HR technology tools and software.

17. Experience: A minimum of 5 years experience as People Manager is mandatory.

18. Workday/Payroll experience is an added advantage.