• Developing and administering human resources plans and procedures that relate to company personnel;• Planning, organizing, and controlling the activities and actions of the HR department;• Leads the development of department goals, objectives, and systems. Provides leadership for Human Resources strategic planning;• Creating and revising job descriptions;• Developing, revising, and recommending personnel policies and procedures;• Maintaining and revising the company’s handbook on policies and procedures;• Overseeing recruitment efforts for all personnel, including writing and placing job ads;• Overseeing exit interviews;• Managing the preparation and maintenance of such reports as are necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment;• Oversees the implementation HR programs through Human Resources staff. Identifies opportunities for improvement and resolves problems;• Establishes HR departmental measurements that support the accomplishment of the company’s strategic goals;• Coaching and training managers in their communication, feedback, recognition and interaction responsibilities with the employees who report to them• Conducting investigations when employee complaints or concerns are brought forth.• Leads the implementation of company programs

• Maintains staff by recruiting, selecting, orienting, and training employees;• Maintaining a safe, secure, and legal work environment for the team;• Creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort;• Developing personal growth opportunities;• Accomplishes staff results by communicating job expectations;• Planning, monitoring, and appraising job results;• Coaching, counseling, and disciplining employees;• Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards;• Establishing and managing job interviews;• Communicating with clients to better understand and document the business objectives;• Selecting the most appropriate research methodology and techniques;• Designing research questionnaires and moderation guidelines;• Working along with Project Directors to oversee the fieldwork initiative;• Interpreting data, writing reports, building the best recommendations for our clients;• Managing budgets.

• Conducting effective resource planning to maximize the productivity (people, technology etc.);• Hiring, coaching and providing specialized training to employees in order to maintain high customer service standards;• Motivating and inspiring team members;• Facilitating problem solving and collaboration;• Maintaining healthy group dynamics;• Intervening when necessary to guide the group in solving the occurred issues;• Recognizing and celebrating the team success and each team member accomplishments and exceptional performance;• Developing objectives for the call center’s day-by-day activities;• Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.);• Monitoring and improving the quality of the flow, the telephone handling and other specific procedures;• Evaluating the KPIs (accuracy, call-waiting time etc.);• Preparing reports for different departments or upper management;• Monitoring the progress of the research projects;• Writing detailed reports and bringing out the main results;• Advising clients or senior management on the efficient use of the research findings;• Using statistic software to manage and organize information.

Manage large amounts of inbound and outbound calls in a timely manner;Follow communication “scripts” when handling different topics;Meet personal/team qualitative and quantitative targets.