Human Resources Manager for BPO/Contact Centre Operations

1 month ago


Cape Town, Western Cape, South Africa CallForce Full time
Job Overview

We are seeking a seasoned Human Resources Manager to oversee employees working in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to handle key HR functions ensuring that staff maintain the required standards of professionalism and service delivery.

Duties and Responsibilities
  • Provide strategic HR oversight and client relationship management, including 24-hour problem resolution, misconduct and incapacity processes, performance management, attendance monitoring, and incident investigation.
  • Manage payroll, leave queries, credit control, and medical aid administration.
  • Liaise with internal and external client management teams to understand and meet service delivery levels.
  • Ensure implementation and maintenance of Service Level Agreements and Standard Operating Procedures.
  • Coordinate recruitment processes, manage attrition, and complete documentation relating to candidate placement.
Requirements

To be successful in this role, you will need:

  • A Matric certificate, an HR degree or diploma, and strong MS Office skills, particularly in Excel.
  • 3-5 years of practical HR/IR experience, preferably in BPO/Contact Centres, with a valid driver's license and own motor vehicle.
  • Excellent inter-personal, verbal, and non-verbal communication skills, as well as conflict management and customer service focus.
  • Ability to manage stress, be flexible, and adapt to changing situations.
Compensation

The estimated salary for this position is R650,000 - R850,000 per annum, depending on experience, plus benefits and a performance-related bonus.



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