HR SPECIALIST BPO/CONTACT CENTRE CAPE TOWN

We are seeking an HR Specialist to oversee insourced and or outsourced staff deployed in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to build and maintain Strong relationships with external clients and internal stakeholders to enable an optimal working environment.

DUTIES

Provide HR oversight and client relationship management including:

• 24 hour problem resolution client/employee.
• Handle misconduct and incapacity processes.
• Performance Management of KPIs and targets.
• Monitor attendance and adherence to schedule and address non-compliance.
• Investigate incidents on duty.
• Assist with monthly payroll. Handle payroll and leave queries.
• Assist with credit control in respect of client billings.
• Handel HR administration.

• Handle Medical Aid admin and leave reports.

• Engage with internal and external client management teams to understand and meet service delivery levels.
• Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.

• Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.
• Assist with co-ordination of recruitment process.
• Keep the client and recruitment team informed of process.
• Manage attrition.
• Completion of all documentation relating to candidate placement.

• Attend client meetings and provide reports.
• Complete all required daily, weekly and monthly reports.

QUALIFICATIONS:

• Matric
• HR degree/diploma (a preference)
• MS Office – strong Excel

SLILLS AND EXPERIENCE:

• 3-5 years practical HR/IR experience.
• Client Relationship Management experience
• Experience in working in BPO/Contact Centers.
• TES Account/Project Management experience (a strong preference.)
• Valid driver’s license & own motor vehicle.

COMPETENCIES

• Strong inter-personal skills.
• Excellent verbal and non-verbal communication skills.
• Ability to manage conflict.
• Strong customer service focus.
• Flexibility and adaptability.
• Stress tolerance and resilience.
• Planning, organizing and time management.
• Quality focus and excellence orientation.

Salary: Industry related