Talent Acquisition Manager at TTEC

Talent Acquisition Managers lead a team of Talent Acquisition Specialists to meet aggressive recruiting targets in support of specific client needs. This includes establishing high-volume sourcing strategies and tactics; implementing and modifying customized interview, testing, and screening tools; and making continuous process improvements to the recruiting process resulting in higher recruiting yields and better quality hires. Managers utilize corporate support teams to assist them with recruiting efforts and develop strategic partnerships with these teams to leverage their services. TA Managers monitor recruiting targets daily by individual team members and act quickly to troubleshoot obstacles and motivate their teams to reach daily recruiting targets. TA Managers must be able to quickly adapt plans and shift directions in order to meet changing client requirements. This is a challenging position that is suited for a high-energy individual who can motivate their team to consistently meet aggressive goals.
 
Key Performance Objectives

• Achieve 100% of assigned hiring goals by executing a recruiting plan using a core team of TA specialists. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet aggressive hiring goals which could change at any moment. Motivate the team during intense recruiting periods using one-on-one coaching, rewards, and encouragement, and by providing tools to help Talent Acquisition Specialists be more productive. Celebrate individual and team accomplishments. (Strategic planning, budgeting, persuasion and influence, project management, collaboration, enthusiasm, accountability)
• Manage a strategic and tactical sourcing plan to support specific hiring goals. Understand the key business objectives, timeframes, and requirements associated with each hiring initiative. Develop a comprehensive sourcing strategy including key sources of candidates from a variety of high-volume channels including employee referrals, word of mouth, community events, advertising, and any other viable source. Oversee the preparation of the tools (i.e., creative ads, emails, posters, ERP, etc.) to execute the sourcing strategy. Train the team in the use of the tools and execute the sourcing strategy. Ability to reach out to corporate support staff when assistance is needed. Be ready to adjust the plan quickly to meet new targets and business requirements which are inevitable. (Business acumen, knowledge of sourcing channels, process improvement, creativity, innovation)
• Manage the communication flow between the Talent Acquisition team and internal and external stakeholders. Create and communicate daily, weekly, and ad hoc update reports on the status of each hiring initiative. Identify and communicate any potential barriers or challenges as soon as they surface. Respond to requests for information and updates from the leadership team within two hours and other requests within 24 hours. Maintain a high level of customer service to all stakeholders and employees. Communicate changes in priorities and direction to the Talent Acquisition staff as received from the sales and leadership teams. (E-mail, positive and timely communication, directness, flexibility)
• Improve the key success metrics associated with hiring goals. These include:
  • Cost per Hire (goals will vary by business unit)
  • New Hire First Day No Call No Show percentage
  • Hiring timeline and time to fill open positions
  • Meeting client hiring requirements (varies based on client and ramp)
  • 60-day attrition rate for new hires
• TA Managers gather information, analyze data, observe the process, and lead the effort to consistently improve each recruiting effort. This includes challenging conventional thinking about every aspect of the recruiting processes including testing, interviewing, and compensation models. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. TA managers are expected to use technology such as the applicant tracking system and Excel to track successes, analyze data, determine ROI, and create a compelling business case to convince management to invest in specific process improvements. (Data analysis, ROI calculations, persuasion, analysis and problem solving)
• Motivate, hire, and retain an outstanding Talent Acquisition team. This includes hiring outstanding Talent Acquisition and Sourcing Specialists. Developing or engaging training resources to improve team capabilities, establishing individual development plans, and providing one-on-one coaching. TA Managers also create reward systems to help motivate and encourage the TA team during tough hiring periods. (Interviewing, sourcing and judgment, staff development, coaching)
• Ensure compliance with TTEC hiring processes and tools. TA Managers are responsible to ensure quality control of the hiring process including compliance with federal and state legislation/regulations and TeleTech's internal policies and procedures to prevent and/or minimize potential liability. They conduct spot audits and monitor specialists by observing, listening, and sitting in on interviews and phone screens to ensure 100% compliance to the established hiring process. TA Managers also review the applicant tracking system to ensure that the system is being used in a best practice manner. Provide immediate and direct feedback to TA team to ensure full compliance. Provide specific training and constructive feedback on all aspects of the process. (Total process understanding, attention to detail, providing clear, constructive feedback)
• Oversee hiring for general and administrative (G&A) roles and provide high-quality candidates in a timely manner. Provide support to the TA team when sourcing difficult-to-find candidates for G&A positions up to manager level positions. Actively recruit passive candidates (those not looking) to fill critical roles. Understand and create performance profiles for each position, conduct in-depth final interviews with candidates, and make well-reasoned hiring recommendations. Coach managers and operational leaders through the entire hiring process including conducting formal debriefing sessions with the interviewing team. Influence candidates' decisions through the process including negotiating reasonable offers. (In-depth interviewing, leadership, passive candidate sourcing, influence)
• Develop and maintain a strategic partnership with corporate support teams including Performance Optimization, HirePoint Back Office (HBO), and HirePoint Marketing Team (HMT). Ensure that the TA team has a keen understanding of these resources and the services they provide. Actively engage with these resources to ensure hiring goals are met and all resources are aligned to meet a common goal. Participate in regular calibration calls with HBO and provide feedback on the quality of candidates scheduled and support services provided. (Business acumen, project management, collaboration, communication)

 
Basic Qualifications

• Prior experience managing a recruiting team in a high-volume recruiting environment
• Motivate a team to achieve aggressive goals under tight deadlines
• Strong knowledge of Taleo, HRMS, or other applicant tracking system
• Sourcing expertise using internet job boards, or other job seeker database systems
• Lead and influence others by example, coaching, and mentoring
• Strong verbal and written communication skills
• High level of integrity, judgment, accountability, and follow-through
• Successfully able to manage multiple on-going projects
• Knowledgeable with local and state employment laws

 
Preferred

• Previous call center recruiting experience
• Behavioral Interviewing Certification
• Process improvement certification (white belt or above)