Call Centre HR Officer
2025-08-11T05:10:34+00:00
Private
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FULL_TIME
Lusaka
Lusaka
10101
Zambia
Business Management and Administration
Human Resources
2025-08-17T17:00:00+00:00
Zambia
8
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 Relation
- 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 labor 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.
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 Relation 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 labor 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.
JOB-68997b4a79085
Vacancy title:
Call Centre HR Officer
[Type: FULL_TIME, Industry: Business Management and Administration, Category: Human Resources]
Jobs at:
Private
Deadline of this Job:
Sunday, August 17 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Monday, August 11 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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 Relation
- 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 labor 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.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
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