Sr Dir, Global Talent Acquisition

Posted Jul 21

About Us

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by e-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com's proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.

Responsibilities (Including, but not limited to)

  • Create a global talent acquisition strategy and implement a wide range of home sourcing solutions that result in hiring and retention metrics to achieve required staffing levels for multiple programs.
  • Accelerate the process of sourcing critical talent using competitive market research and industry insights to achieve the company’s strategic goals.
  • Cultivate talent pools across the globe to support Support.com’s growth.
  • Leverage, analyze, and report data on recruitment activities, applicant flow, interviews, new hires, cost per hire, fill rates, and related information to business partners and HR leadership.
  • Collaborate with Marketing Communications and HR Business partners on employment branding to ensure proper messaging. Monitor utilization results and benchmark performance.
  • Introduce sourcing methods to be used in recruiting process.
  • Consult with internal Operations teams in identifying system/process enhancements necessary to better align recruiting solutions with their business goals, including prioritizing those enhancements needed to meet project deadlines and budgets. Build deep relationships with our business partners to improve outcomes and ensure KPIs are met. 
  • Develop and lead a Talent Acquisition team responsible for the recruiting, interviewing, selection and pre-employment processing of qualified candidates. Ensure the team is up to date on talent trends, knowledge of recruiting issues, and competitive market practices. 
  • Manage our application processes and vendors in complying with all federal, state and local laws. 
  • Partner with our Country Heads to align on the local nuances for recruiting.

Minimum Qualifications & Requirement

  • Bachelor's degree in business or related HR field, PHR preferred.
  • 8+ years Human Resources experience in talent acquisition with at least five years’ experience managing recruitment teams.
  • Experience recruiting in a BPO call center environment required, global experience required.
  • Excellent leadership skills with a philosophy of creating a high-trust culture that empowers employees as individual contributors and fosters a strong team environment.

About the Role

The Sr. Director, Global Talent Acquisition will develop and execute the @homesourcing talent acquisition strategies to grow and scale our world-class employee network across the globe. The Sr. Director will partner with executives, business leaders and hiring managers to make positive changes to the organization’s strategy and tactics around talent acquisition. The leader will develop a diverse high performing team providing mentoring, coaching and leadership support that positions Support.com as an employer of choice in its global marketplaces. The successful candidate must have a deep understanding of how digital technologies and data analytics can be leveraged to innovate the way talent acquisition is conducted. 

Experience and Skills

  • Experience recruiting in a BPO call center environment required, global experience required.
  • Excellent leadership skills with a philosophy of creating a high-trust culture that empowers employees as individual contributors and fosters a strong team environment.
  • Experience with utilizing digital strategies in the recruiting process a plus.
  • Possess initiative, creativity, and outstanding written and verbal communication skills.
  • Ability to work in a matrix organizational structure, developing strong relationships with all levels of management.
  • Demonstrated proficiency with Microsoft Office Suite and HR related applications including applicant tracking and HRIS systems.  Experience with ADP a plus.
  • Proven presentation skills in a variety of settings: one-on-one, small, and large groups, with peers, subordinates, and bosses.
  • Understanding of customer priorities and strive to exceed customer expectations.
  • Ability to build productive relationships at all levels.
  • Effectively adapts in times of change or adversity.
  • Finds innovative ways to achieve functional goals by looking for different methods, processes or resources.