Human Resources Specialist in Contact Center Operations

Delta Defense - West Bend, WI

Full-time - Mid Level

West Bend, WI

Personal and Laundry Services

About the position

Delta Defense, LLC is seeking a motivated Human Resources Specialist in Contact Center Operations who is passionate about making a real difference in the lives of others. This role is ideal for individuals with HR experience in a contact center environment who are looking to move away from traditional HR practices. The successful candidate will coach, partner with, and assist business leaders in implementing talent strategies and driving organizational change. The position involves a variety of responsibilities including employee relations, talent development, onboarding, and serving as a key resource for employees and leaders at all levels within the organization. As a trusted advisor to senior leaders, the HR Specialist will work to improve leadership capability, team effectiveness, and overall business and talent performance. This role will contribute to the development of people strategies that align with business objectives and enhance organizational performance. The HR Specialist will ensure compliance with federal, state, and local regulations, including EEO, FMLA, and FLSA, while maintaining continuity in the application of company policies and procedures. The position requires the identification of root causes through data analysis to propose both short-term and long-term interventions and solutions. The HR Specialist will provide guidance on business unit restructuring, workforce planning, and succession planning, as well as help create and define structures around new positions, including compensation analysis and competency development. Promoting a culture of accountability, ethics, and compliance is essential, as is fostering professional development and high performance within the organization.

Responsibilities

• Engage as a trusted advisor to senior leaders improving leadership capability, team effectiveness, strategic insights, and business/talent performance.
• Contribute to the development of people strategies that help drive business and organizational performance.
• Maintain continuity in approach and application of company policies and procedures while ensuring compliance with federal, state, and local regulations including EEO, FMLA, and FLSA.
• Identify root causes and conduct relevant data analysis in order to propose both short-term and long-term interventions and solutions.
• Provide guidance and input on business unit restructuring, workforce planning and succession planning.
• Help create and define structure around new positions including compensation analysis and competency development.
• Promote a culture of accountability, ethics, and compliance and formulate long-term strategies for education and implementation.
• Formulate partnerships across the HR function to deliver value-added service to leaders and employees that reflects the business objectives of the organization.
• Foster a culture of professional development, high performance, and integrity.

Requirements

• Bachelor's degree in human resources, business or related field or equivalent experience.
• Minimum 5 years related professional, progressive experience in human resources.
• HR experience in a call center or contact center environment required.
• Self-starter with the ability to react quickly and thrive in a fast-paced, dynamic environment.
• Ability to think strategically and handle difficult and complex issues as well as willingness to roll up sleeves and get into the trenches and help out.
• Experience using data to identify insights and drive action.
• Extensive knowledge of principles & practices of HR, including HR regulations and compliance.
• Skilled in employee relations with demonstrated ability to partner and influence at all levels in the business and to be viewed as a credible, valuable source of information.
• Experience building and/or delivering change management and organizational development strategies preferred.
• Strong interpersonal and communication skills.
• Demonstrated critical thinking skills and the ability to solve complex problems.
• Demonstrates the Core Values of Delta Defense, LLC.

Nice-to-haves

• Experience building and/or delivering change management and organizational development strategies preferred.

Benefits

• 23 Days of Personal Time Off
• 8 company holidays
• Paid day of volunteer service annually
• Personal protection, fitness, and home office reimbursement program ($500 annually)
• Robust insurance coverage options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
• Complimentary USCCA Elite membership & store discounts
• Nationally recognized in 2023 as a Newsweek Top 100 America's Most Loved Workplace
• Top Workplaces USA award in 2022
• Named on Inc. 5000 'Fastest Growing Private Companies' list 13 years in a row
• Milwaukee Journal Sentinel 'Top Workplace' award 7 years in a row
• Milwaukee Business Journal 'Best Place to Work' award 6 years in a row
• Fun, fast-paced, and rewarding place to work and grow!