Human Resource Generalist

**PURPOSE**

Provide operational human resource services to the contact centre employees, support staff and management. Contribute to the management of the contact centres to achieve efficiency and profitability targets. Participate in global projects and tasks as a member of the global human resources team.

**DUTIES**

**Employee Relations / Industrial Relations**
- Provide operational Human Resource services and advice
- Provide advice and guidance to Managers and Team Leaders on people management, employment and industrial relations matters.
- Ensure compliance with all employment and labour law requirements including but not limited to employment contracts, workplace health and safety, workers’ compensation, industrial relations; in respect of terms of registration, documentation, reporting, systems and procedures.
- Assist with the resolution of employee queries relating to benefits and terms and conditions of employment.
- Ensure the correct grievance process is followed, providing guidance and support to the employee as required.
- Assist in the development of HR policies, procedures, record management and reporting.
- Attend disciplinary & dispute hearings.
- Ensure all disciplinary records are filed.
- Oversee and communicate all voluntary and involuntary terminations according to Mindpearl policy and procedure.
- Conduct face-to-face exit interviews, investigate and highlight areas for improvement within the business
- Ensure exit documentation is handed to payroll for prompt processing.
- Train and coach Line Managers in respect of IR practices.

**Recruitment & Selection**
- Respond proactively, with initiative and a high degree of urgency to all vacancies (Cuteflow)
- Develop and implement creative talent acquisition strategies and plans.
- Consult Line Managers to identify the skills and competencies required for each role and prepare and maintain job descriptions accordingly.
- Formulate skills assessments and competency based interview questionnaires.
- Build and maintain an industry network of contacts.

The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
- Conduct initial CV selection and phone screening interviews where required.
- Conduct competency based interviews, skills assessments and coordinate client vetting where applicable.
- Provide HR presence at all interview and selection processes
- Complete all employment checks.
- Provide all applicants with timely and professional feedback.
- Liaise with HR Admin for drafting training agreements or employment contracts where applicable.
- Coordinate new hire inductions and prepare onboarding employment packs.
- Ensure required documentation is handed to payroll for prompt processing.
- Assist in the coordination and on boarding of new employees including the distribution of new employee packs.

**Performance Management**
- Train and coach Line Managers in respect of Performance Management practices.
- Provide guidance, support and advice to all Line Managers on performance management interventions including Performance Enhancement Plans and Development Plans.
- Ensure every employee has a role specific job description and associated KPI document.
- Coordinate the probationary review process, including sending reminders and following up with managers and team leaders

**Human Resources Administration and reporting**
- Maintenance of all relevant HR documentation.
- Produce all scheduled reports and ad hoc reports as directed.
- Perform administrative duties as directed.

**Projects**
- Participate in the planning and implementation of business improvement projects.
- Contribute to global HR projects as directed.

**KEY PERFORMANCE INDICATORS (KPI’S)**

**Technical skills**
- Maintains expert-level job knowledge
- Analyses problems and seeks to improve work processes
- Uses tools for the job competently
- Hiring efficacy

**Quality of work**
- Accuracy and precision, thoroughness in completion of job assignments
- Reliability - 100% attendance to rostered shifts (excluding authorised absences) and 100% adherence to schedule
- Responds to requests in a timely and positive manner
- Ensures effective follow-through and/or follow-up

**Quantity of work**
- Manages own workload, able to set priorities
- Amount of work completed meets manager satisfaction
- Work is completed and submitted on schedule

**Approach to work**
- Initiative
- Planning & organisation
- Flexibility and adaptability
- Follows instructions
- Questions existing work conditions appropriately
- Seeks additional training and development
- Attendance
- Punctuality

**Interpersonal skills**
- Interacts professionally with management, peers and support teams
- Participates and contributes to team-based activities in a positive and productive manner

**Communication skills**
- Written communications are clear, concise and