HR Officer

Job description

We are looking for a Call Centre HR Officer to Manage HR Affairs of  a call Centre.

The HR Officer will be responsible for supporting the human resource functions within a fast-paced call Center environment. This includes recruitment of call Centre agents, managing employee relations, ensuring compliance with labour laws, and implementing HR policies that promote high performance and staff engagement.

Key Responsibilities

1.     Recruitment & Onboarding

Manage the end-to-end recruitment process for call Centre agents and support staff.

Develop job descriptions and post job adverts.

Screen CVs, conduct interviews, and manage assessment processes.

Coordinate onboarding and induction programs tailored for call centre roles.

2.     Employee Relations

Act as the first point of contact for employee concerns, grievances, and disciplinary matters.

Mediate conflicts and maintain a positive workplace culture.

Ensure compliance with company policies and labour legislation.

3.     Performance Management

Assist in implementing performance appraisal systems and key performance indicators (KPIs) specific to call centre targets (e.g., call quality, average handling time).

Support team leaders and supervisors in addressing performance issues.

4.     Training & Development

Coordinate skills development programs to improve customer service, sales techniques, and communication skills.

Identify training needs and collaborate with trainers to deliver effective sessions.

5.     HR Administration

Maintain accurate employee records, attendance, and leave management systems.

Prepare HR reports for the call center

Support payroll processing by ensuring all employee data is up to date.

6.     Workforce Planning & Engagement

Assist in workforce scheduling to meet call Centre demand.

Organize staff engagement activities to boost morale and retention.