Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

IntouchCX, one of the world’s leading outsourcing companies, is seeking a Director of Human Resources (HR)

This role is a key component of the Human Resources department and has a strong influence on the organizational development of our company from a leadership, employee engagement and management perspective. The Director of Human Resources (HR) will supervise and ensure the effective execution and administration of HR activities and initiatives. In addition, the Director of HR will provide timely, knowledgeable and professional advice and services to a specified location(s).

As Director of Human Resources, You Will…

• Coach and assist operational and support group management teams with employee relations matters including investigations, terminations, leave and disability management, employee relations concerns and issues
• Support program execution and implementation associated with people-related change initiatives and HR deliverables
• Coach employees, HR Team members and managers on development needs, career growth and learning opportunities
• Collaborate with various departments and leaders, locally and across the globe, managing and driving results of our people operations programs
• Support and drive the IntouchCX culture within all teams and programming
• Design and facilitate HR related training programs to front-line management, support departments and hourly employees
• Produce accurate and relevant metrics and reports
• Conduct special projects as assigned

As Director of Human Resources, You Have…

• 7-10 years of HR experience with progressively increasing roles and responsibilities
• Certificate or degree in Business with a major in Human Resources
• SHRM designation (or equivalent) obtained or in progress (asset)
• Experience in supervising a team (Bonus if you have experience in the BPO/Customer Service Industry)
• Strong experience in employee relations and labor legislation of local markets and the United States
• Experience investigating matters thoroughly and making recommendations/decisions based upon findings
• Demonstrated expertise in building, developing and managing relationships with internal and external customers
• A strong business and HR acumen including strong problem-solving skills, critical thinking, analysis and ability to influence and partner with different levels of the company to achieve results
• An entrepreneurial spirit, creative outlook and resourceful nature
• A demonstrated ability to operate in a matrixed environment to influence and leverage resources
• Strong leadership skills and a high degree of cross-functional cooperation
• Exceptional communication skills, both verbally and written, with the ability to communicate a variety of messages articulated simply and clearly to different audiences
• Capabilities in problem solving complex and diverse issues, including strong experience handling escalated situations and people to effective resolution
• Passion for developing people and making others successful
• Superior attention to detail and excellent interpersonal skills
• The ability to self-manage daily duties and time in a fast-paced, always changing environment
• The ability to maintain confidentiality with sensitive situations (required)