HR Leader, Contact Centre

The Home Depot Canada; Toronto; On-site; CAD 85,000 - 120,000; Full time

Job summary

A leading home improvement retailer in Toronto seeks a Contact Center Human Resources Leader to develop and implement HR strategies that enhance Associate engagement and customer experience. Ideal candidates will have 8-12 years of HR leadership experience, excellent communication skills, and a passion for coaching and inspiring teams.

Qualifications

• 8–12 years of progressive Human Resources generalist or leadership experience.
• Exceptional commitment to Associates and Customer Experience.
• Strong work ethic and sense of responsibility and confidentiality.

Responsibilities

• Lead talent acquisition initiatives to attract top talent.
• Develop and execute short and long-term HR strategies.
• Promote workforce diversity, equity, and inclusion programs.

Skills

Coaching and leadership

Relationship building

Communication skills

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

LinkedIn

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose

The Contact Center Human Resources Leader leads a Human Resources and Learning team to develop and implement people strategies that improve the Associates and the omni-channel end-to-end customer experience.

In this role, the person is accountable for leading initiatives in the areas of Associate Engagement, Learning and Development, Organizational Effectiveness, Talent Acquisition, Performance Management, Associate Relations, HR Compliance, and HR Communications.

The role ensures that HR programs and processes are executed in order to maximize positive impact and engagement in line with associate, business and customer requirements. The Contact Center HR Leader reports to the Senior Manager, Human Resources Central Operations.

Major Tasks, Responsibilities and Key Accountabilities

• Select, coach, and motivate a team of Human Resources / Learning professionals
• Develop and execute short and long-term contact centre Human Resources strategies
• Lead talent acquisition initiatives to attract top talent for the different lines of business
• Drive process improvement to the benefit of Associate and Customer Experience
• Lead and develop learning & development initiatives in line with business and Associate needs
• Partner with business leaders to ensure qualified successors are identified and ready for critical roles
• Improve and champion workforce diversity, equity and inclusion programs
• Provide counsel, support, strategic HR guidance to leaders on change management initiatives, Leadership effectiveness and Associate engagement
• Conduct workplace investigations
• Collaborate cross-functionally with other business and HR teams within the organization to align on initiatives impacting both the customer and associate experience
• Promote Home Depot’s culture and values

Experience / Knowledge Required

• A passion for leading, coaching, and inspiring a team
• Exceptional commitment to Associates and Customer Experience
• Ability to build strong relationships and influence leaders and associates at various levels
• Strong work ethic and sense of responsibility and confidentiality
• Excellent communication skills
• 8–12 years of progressive Human Resources generalist / leadership experience
• Proficiency with PC applications (Word, Excel, PowerPoint) and social tools (LinkedIn, etc.)
• Must fulfill minimum time-in-position (1 year) and performance management code requirements
• Limited travel will be required
• Must live within a commutable distance to SSC