Senior Human Resources Specialist - Customer Care

Plano, TX

Senior Human Resources Specialist - Customer Care (Remote or Hybrid)

The Senior Specialist of Human Resources is the primary Human Resource support for multiple departments within the Customer Care Organization. Works with Customer Care leadership to support an HR agenda that supports organizational goals.

Primary Responsibilities:

Partners with Customer Care leadership to influence, advise and recommend HR and Company policy and assists with implementation of HR and Company programs, procedures, processes, projects and policies. Takes responsibility for creating underlying procedures and monitoring implementation. Adheres to, and enforces goals, policies and procedures. Anticipates and balances the needs of multiple stakeholders.
Provides support on key processes such as Performance Management, Annual Appraisals, Talent Reviews, Leadership Development & Training, Organizational Development, Change Management, Succession Planning, and Associate Engagement and Recognition. Determines ways to optimize processes and resolves process breakdowns.
Utilizes recruitment tools to attract and identify top talent, conducts interviews and provides recommendations related to hiring and related compensation. Oversees and establishes recruitment processes, tools and training.
Facilitates new hire onboarding and conducts exit interviews. Provides analysis of feedback to determine gaps and trends; makes adjustments and provides recommendations to improve the associate experience.
Utilizes and educates end users of HR systems and platforms, such as position management, recruitment, performance management, and compensation. Researches and resolves inquires related to timekeeping, benefits eligibility, time off accruals, and missing pay.
Generates reporting and analyzes HR data such as hiring, headcount, turnover, compensation, performance management. Interprets sometimes contradictory information to effectively solve problems. Measures and tracks team performance, and helps the team learn from success and failures through providing data, feedback and coaching.
Facilitates and documents the interactive process related to restrictions and accommodations, and oversees the leave of absence processes.
Leads investigations related to conflicts, conduct and policy/procedure violations, and overall associate engagement. Partners with Asset Protection on theft, shrink and safety investigations. Provides recommendations to remediate gaps and deficiencies, recommends correction action levels, and involves others appropriately. Manages conflict situations effectively. Seeks a variety of opinions and options, maintains a growth mindset, and takes steps to ensure constructive outcome and collaboration.
Develops collaborative business relationships across HR, and with strategic internal partners such as Legal, Customer Care and Finance/Payroll to facilitate the accomplishment of work goals.

Core Competencies & Accomplishments:

Bachelor’s Degree preferred
2+ years Human Resource generalist experience, preferably in a Call Center or Retail environment
Knowledge of HR best practices, policies, procedures and labor law compliance, business acumen
Skills: strong verbal and written communication, problem-identification and solving
Works effectively on multiple projects simultaneously, thrives in a fast paced environment
Ability to respond appropriately and independently to a variety of complex and challenging situations; operates with integrity
Highly organized with strong attention to detail, documentation and accuracy
Ability to balance role as both an associate advocate and partner to the business
Proficient with Microsoft Office applications including Word, Excel and PowerPoint
Appreciate SPHR and Spanish language skills

Enjoy a rewarding career at JCPenney Corporate, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic retailers.

Generous benefits: Medical/dental/vision insurance starting on day one, term life insurance, flexibile time off benefits, paid holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.
On-site amenities: Daycare, Grab & Go Store, Coffee Shop, the Local Kitchen, fitness center, free garage parking, golf simulator, arcade, pickleball courts, and vibrant co-working spaces, meeting rooms and wellness rooms.
Exciting location: Our corporate office is located in the heart of Legacy West, a vibrant new development in Plano, Texas, with plenty of shopping, dining, and entertainment options.
Opportunities for growth and development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement.
Collaborative and supportive culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.

About JCPenney:

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.