Basic Information

Ref Number


Last day to apply


Primary Location

Las Vegas


United States of America

Job Type

Support Positions

Work Style

On Site

Description and Requirements

The Human Resources Director will develop, plan and lead the people strategies for our Customer Experience business.  This position provides leadership guidance and support to our business leaders as well as the HR teams and is responsible for the development and execution of engagement and retention strategies, annual objectives and metrics that are aligned to support TELUS' business success.  This position will help solve complex business problems on a consistent basis.

Specific Responsibilities May Include:

  • Collaborates with senior leadership to understand the organization's goals and strategy related to people planning, engagement, retention and performance.

  • Lead the definition, creation and implementation nationally of HR policies, processes, systems integration evolution, training, initiatives, and surveys to support the organization's human resource compliance and strategy needs. 

  • Guide, facilitate and partner with HR team on program implementation

  • Administers or oversees the administration of human resource programs including, but not limited to, performance and talent management, productivity, recognition, culture, leave of absence; disciplinary matters; disputes and investigations, training, development and team member wellness (occupational health and safety).

  • Conducts research and analysis of organizational trends including review of reports and metrics from the organization's human resource information system (HRIS) or talent management system.

  • Monitors and ensures the organization's compliance with federal, state, and local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance.

  • Maintains knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law; applies this knowledge to communicate changes in policy, practice, and resources to upper management.

  • Compile, understand and articulate to senior leadership key trends and market directions for various HR areas that are used to shape strategy

  • Drive a high performing, highly engaged workforce through effective and measurable leadership activities including engagement and recognition, completion of quality performance process, knowledge transfer, etc.

  • Direct overall budget, scorecard, metrics and capacity model development and identification

  • Facilitates professional development, training, activities for HR team

  • Performs other duties as required or necessary to drive business success

Required Experience:

  • 5+ years in a leadership position

  • 7+ years of progressive Human Resources experience in a similar role with similar degree of responsibilities

  • Experience with a variety of HR disciplines including employee relations, performance management, recruitment, resource planning, compensation, employee engagement, benefits, and learning/development

  • A proven track record of effective decision making within a program and project management framework

  • Effective research and analytic skills with the ability to draw conclusions and provide solid recommendations

  • Experience engaging all levels of an organization in a collaborative and confident style that engenders credibility

  • Experience in implementing strategic organizational changes

Required Knowledge, Skills and Abilities:

  • Thought leadership and coaching

    • Ability to understand and relate to people all levels of the company, while providing coaching, advice, support and guidance

    • A leadership style characterized by goal setting, coaching, performance management, employee development, recognition and engagement

    • Strong leadership necessary to drive successful collaboration across a highly matrixed enterprise; visible champion and spokesperson for change

    • Excellent verbal and written communication skills.

    • Excellent interpersonal and negotiation skills.

    • Excellent organizational skills and attention to detail.

    • Excellent time management skills with a proven ability to meet deadlines.

    • Strong analytical and problem-solving skills.

    • Strong supervisory and leadership skills.

    • Ability to adapt to the needs of the organization and employees.

    • Ability to prioritize tasks and to delegate them when appropriate.

    • Thorough knowledge of employment-related laws and regulations.

    • Proficient with Microsoft Office Suite or related software.

    • Proficiency with or the ability to quickly learn the organization's HRIS and talent management systems.

  • Business Acumen 

    • Comfortable dealing with day-to-day issues and yet still able to see the big picture and long term impacts of decision making

    • Ability to effectively advise, recommend, and present requirements and solutions to problems and effectively cope with ambiguity 

    • Ability to anticipate the long term impact of all decisions and take a broad approach to problem solving 

    • Ability to ensure that the business receives timely and satisfactory support

    • Courage to make tough decisions and stand behind them

    • ability to have crucial conversations even if they are uncomfortable

  • Other skills:

    • Critical thinker with excellent problem solving skills

    • Excellent written and oral presentation skills

    • Self-motivated - able to work autonomously and effectively

    • Effective time management, organizational and presentation skills

    • Negotiation and contract management skills

    • High personal standards of integrity, empathy, and confidentiality

    • Change resiliency

    • Interpersonal, consultative and negotiation skills

    • Business Degree and/or SPHR certification or an equivalent combination of human resource training and experience

Preferred Experience, Skills & Competencies:

  • Experience working in a contact/call center setting

  • Workday or other HRMS software experience

  • Bachelor's degree in Human Resources, Business Administration, or related field required; Masters degree preferred


Physical Requirements: (for US positions)

  • Prolonged periods of sitting at a desk and working on a computer

  • prolonged walking around a production floor

  • Must be able to lift 15 pounds at times.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

  • We passionately put our customers and communities first

  • We embrace changes and innovate courageously

  • We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Additional Job Description

Position Overview: This position will report to the Sr. Director, Human Resources. The team member in this role will provide support by partnering with the business on the delivery of HR strategies aligned with organizational goals. Provides leadership for management on organizational issues. Collaborates on the design of programs, processes and systems in order to attract, engage, develop and retain an optimal workforce. Works with minimal direction and brings their management experience to the forefront to resolve complex organization issues. Supports HR and Operational activities the US Customer Experience sites ensuring alignment with company HR strategy, policies and activities. Provides leadership to HR teams responsible for the development and execution of national strategies, annual objectives and metrics that are aligned to support TELUS' strategic intent, increase engagement and improve individual and corporate performance.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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