Specialist, Labor Relations

Specialist, Labor Relations

TTEC Employee Relations Specialists are the front-line resource for handling associates-related issues within an assigned business group or functional unit. Employee Relations Specialists are expected to handle basic employee relations issues, questions and training on employee benefits and programs, termination and performance actions. Employee Relations Specialists also report issues that affect employee morale to service delivery leaders and act as part of the team to address these issues. Employee Relations Specialists must create an environment of openness and trust in their assigned areas of responsibility. This requires flexibility with an ability to adapt communication styles and approaches to a wide range of employees and management styles.
**Key Performance Objectives**
1. Resolve associates relations issues within 48 hours. Respond personally to all employee relations inquiries within 24 hours. Fully understand each individual's situation and take appropriate actions quickly. For issues that cannot be resolved quickly, set realistic expectations about the processes to be followed and timeframes for resolving each issue. Communicate clearly and openly with all employees. Escalate issues that cannot be handled alone without additional resources or approvals. (Empathy, knowledge of applicable local laws and regulations, fairness, ownership)
2. Create a friendly, welcoming environment for employees when approaching Human Capital with questions, ideas, or concerns. Listen and respond with empathy and understanding. Give honest and direct feedback based on sound knowledge and judgment. Keep confidential information private to protect employees and TeleTech while issues are being resolved. Avoid placing blame. Be visible and accessible within the organization. (Openness, honesty, trust, keeping confidential information private)
**3. Improve the key success metrics. These include**:

- Employee Related Gross Margin
- Site Attrition
- Employee engagement measurements
- HC response times to employee impacted items with cost implications
- We hear you (WHY) resolutions

Employee Relations Specialists gather information, analyze data, observe the process, and participate in efforts to constantly improve HC processes, customer service for employees and business performance. This might include leading or participating in projects to streamline processes, reduce attrition, increase employee satisfaction, or improve any other HC systems or processes. (Handle multiple projects, project management, collaboration, communication)

5. Conduct or assist with confidential investigations into employee performance, harassment complaints, and potential termination actions. Employee Relations Specialists may gather information, interview relevant individuals, analyze data, and prepare legally sound documentation to support all personnel and termination actions. Minimize risk and exposure for TeleTech by maintaining a fair, legally sound, fully documented, and unbiased approach when conducting investigations and implementing actions. (Data analysis, interviewing, risk assessment)
6. Ensure the timely and accurate update of employee data in the Oracle database to ensure appropriate administration of employee benefits, payroll, and programs. Help employees troubleshoot problems and understand how to make changes in the system to accurately reflect employee information. Periodically run, create, and analyze reports to share information with service delivery leaders. (Knowledge of Oracle, promptness, follow-up)
7. Ensure TTEC's Essentials sessions are completed for every new hire class. Educate employees on all benefit programs, payroll, TTEC's policies and procedures, and obligations. Answer questions and prepare formal presentations to communicate this information efficiently and clearly. Employee Relations Specialists establish themselves as the primary point of contact for employees on all HR-related issues. (Presentation skills, PowerPoint preparation, communication)
**Basic Qualifications**
- Strong knowledge of local employment laws and regulations
- Open, honest, and empathetic manner when dealing with people
- Strong attention to detail and desire to follow procedures High customer service orientation
- High level of integrity, honesty, and judgment

Preferred
Process improvement certification (white belt or above)
Previous call center recruiting experience
Previous experience supporting 400+ employee population

**Primary Location**: : Colombia-Atlantico-Barranquilla
** Job**: : Legal / Compliance

JSGYM-TE