Cape Town HR Manager for BPO/Contact Centre

19 hours ago


Cape Town, Western Cape, South Africa CallForce Full time
HR Specialist for CallForce in Cape Town

We are seeking a skilled HR Specialist to oversee the successful management of insourced and outsourced staff deployed in the BPO/Contact Centre sector in Cape Town.

The ideal candidate should possess excellent interpersonal skills, with the ability to build and maintain strong relationships with external clients and internal stakeholders. This will enable an optimal working environment and facilitate seamless communication.

Duties:

  • HR Oversight
  • Provide 24-hour problem resolution support for clients and employees.
  • Handle misconduct and incapacity processes.
  • Manage performance metrics and targets.
  • Monitor attendance and schedule adherence, addressing non-compliance promptly.
  • Investigate incidents on duty.
  • Assist with monthly payroll processing and handle leave queries.
  • Support credit control functions related to client billings.
  • Administer HR tasks efficiently.
  • Manage medical aid administration and leave reports.
  • Foster collaboration with internal and external client management teams to ensure service delivery meets expectations.
  • Ensure implementation and maintenance of Service Level Agreements and Standard Operating Procedures.
  • Coordinate closely with the recruitment team to ensure thorough understanding of new recruit profiles.
  • Facilitate smooth coordination of the recruitment process.
  • Maintain open communication channels with clients and the recruitment team regarding progress.
  • Oversee attrition management.
  • Prepare necessary documentation for candidate placement.
  • Attend client meetings and present regular reports.
  • Promptly complete all required daily, weekly, and monthly reports.

Qualifications:

  • Matric certificate
  • HR degree or diploma (preferably)
  • Proficiency in MS Office, particularly Excel

Skills and Experience:

  • A minimum of 3-5 years of practical experience in HR/IR
  • Client Relationship Management expertise
  • Experience working in BPO/Contact Centers
  • TES Account/Project Management experience (highly preferred)
  • Valid driver's license and personal vehicle ownership

Competencies:

  • Strong interpersonal skills
  • Excellent verbal and non-verbal communication abilities
  • Ability to manage conflict effectively
  • Customer-focused approach
  • Flexibility and adaptability
  • Stress tolerance and resilience
  • Strong planning, organizing, and time management skills
  • Quality focus and excellence orientation

Salary: Industry-related compensation package available.



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