JOB DESCRIPTION

DEPARTMENT: Human Resource
REPORTS TO: Human Resources Manager

POSITION SUMMARY

The primary role of this position is to provide HR support services at the Call Center by working closely with the Human Resources Manager and other stakeholders to ensure timely recruitment and selection of employees at the site, administration of performance management System, adherence of statutorycompliances, coordination of Employee Engagement activities; timely preparation and maintenance of HR reports, and industrial relations.

Key Performance Indicators

• Recruitment and selection within TAT
• Percentage of new hires achieving training certification
• Human Resources compliance
• Accuracy of HRMS
• Timely execution of Employee Engagement activities; in line with the Location’s ER Calendar

DUTIES & RESPONSIBILITIES

• Ensures maintenance of records of all employees at the call center are at all times up to date; this includes but limited to records on employment contracts, promotions, performance management, training/academic documentation, beneficiaries, pre-employment medical certificates, certificates of Good Conduct.
• Participates in sourcing, screening, interviewing, undertaking reference checks.
• Works with the Operations and Skills Development teams to conduct behavioral and competency based interviews for Customer Care Executives and support staff.
• Ensures agents hiring decisions are made in collaboration with Operations and Training.
• Works closely with the HR Manager and Operations team in the implementation and enforcement of HR policies and procedures. In conjunction with the HR Manager and Operations teams ensures that Exit Interviews are conducted in line with the Separation policy.
• Maintains a probation period tracker and ensures the timely confirmation/extension of probation; or separation of employees on probationary contracts.
• Ensures all new employees undergo an orientation programme and maintains a record of all new employees who have undergone the said programme.
• Consults with HR Manager and Operations team regarding reference checks on shortlisted candidates and participates in decision-making for Support
• staff recruitment and selection.
• Participates in conducting disciplinary hearings, and issuing of warning/termination letters with authorization from HR Manager and Legal (as applicable) and in line with the Disciplinary Code; process and procedures.
• Promptly undertakes follow up on absconding cases to ascertain reasons thereof; and liaises with other stakeholders at the call center to ensure prompt action is taken in line with NCNS policy.
• Follows up on employee well-being matters e.g. sickness/injury, bereavement, counseling.
• Coordinates Corporate Social Responsibility initiatives in conjunction Site Head.
• Ensures coordination of timely issuance of employment letter after proper verification and reference checks attaching respective job description – in consultation with HR Manager.
• Ensures timely processing of new hire documentation and benefits.
• Works closely with the HR Manager in identifying innovative sources for recruiting qualified candidates through a variety of continually expanding means to include internet, job fairs, professional organizations, community agencies, and colleges.
• Ensures prompt updating of employee data on HRMS
• Coordinates the timely administration of performance management in conjunction with the Site Head and Corporate HR.
• Ensures timely implementation and coordination of Employee Engagement activities.

KNOWLEDGE AND SKILLS:

• Degree holder - qualifications in Human Resources or any other related field of study.
• High level of confidence and ability to establish communication with others.
• Good at preparing and analyzing data.
• Proficient in MS word, Excel and Power point.
• Good counseling skills
• Demonstrated good interviewing skills
• Excellent Communication and organization skills
• Good understanding of labour laws.
• Familiar with Performance Management process
• Ability to maintain confidentiality of information
• Ability to prepare meaningful reports
• Demonstrates a sound work ethic, and is consistent and fair in making decisions.

WORK CONDITIONS:

• Ability to work in a 24/7 work environment including; weekends and/or public holidays if required.
• Ability to work extra hours to meet business needs

YEARS OF RELEVANT WORK EXPERIENCE:

• Experience in recruitment and related HR activities 0-1 years

BEHAVIOURAL COMPETENCIES:

Leadership

• Models own behavior to reflect iSON values and displays personal enthusiasm on achievement of organizational goals and objectives.
• Provides HR support to new hires to facilitate quick settling into new work environment.
• Creates a conducive environment for employees to express opinions; grievances and concerns.
• Displays technical capability by demonstrating thorough understanding of own area of expertise.

Team work

• Cultivates good working relationships with peers to facilitate achievement of human resources objectives.
• Proactively seeks feedback from peers on areas of improvement for the HR function.

Communication

• Communicates effectively and confidently internally and externally.
• Demonstrates confidence when communicating information; new initiatives; policies and procedures

Performance Focus

• Keeps tracks of own results and achievements against targets and takes corrective action where applicable.
• Proactively seeks assistance in an effort to improve own performance.

Managing self

• Takes personal responsibility to develop self by setting own personal objectives and goals.
• Constantly identifies areas of self-development.
• Confident in one’s abilities.
• Remains optimistic even when faced with challenges.

Analytical

• Identifies and reports trends from HR data to draw up reasonable conclusions.
• Evaluates and suggests solutions.

Adaptability

• Responds positively to changing work requirements or team changes to ensure effective work performance is maintained.
• Accepts and adapts to the changing work environment. Integrity
• Demonstrates high levels of integrity.
• Demonstrates high levels professionalism when dealing with all employees.

Disclaimer

This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities undertaken by jobholders of this position. Ison Bpo reserves the right to change/amend/add other duties to job holder(s) of this position.