Responsable, ressources humaines, centres de relation clientèle

The Home Depot Canada; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

Une entreprise de détail internationale cherche un Leader des Ressources Humaines pour diriger une équipe et développer des stratégies RH. Le candidat idéal aura 8 à 12 ans d'expérience, des compétences en leadership et un engagement fort envers l'expérience client. Ce rôle implique le coaching, la sélection d'une équipe et la promotion de la diversité. Situé à Toronto, ce poste requiert des relations solides avec les dirigeants et les associés.

Qualifications

• 8-12 ans d'expérience en ressources humaines avec un rôle de leadership.
• Capacité à inspirer et à coacher une équipe.
• Engagement envers l'expérience des associés et des clients.

Responsibilities

• Sélectionner et motiver une équipe de professionnels RH / apprentissage.
• Développer des stratégies RH à court et long terme.
• Améliorer la diversité et l'inclusion dans l'organisation.

Skills

Capacité à construire des relations

Compétences en communication

Leadership

Sens de la responsabilité

Tools

Word

Excel

PowerPoint

LinkedIn

Job description

En travaillant chez Home Depot, vous pouvez être vous-même tout en contribuant à quelque chose de plus grand.

Overview

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.

Responsibilities

• 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