The posting
Purpose of the role
The candidate for this role will be responsible for managing and coordinating human resources and administrative operations within a call center environment, ensuring effective workforce management, employee engagement, compliance with labour laws and company policies, accurate HR administration, and operational support to maintain a productive and efficient workplace.
Key Responsibilities
Attendance and Workforce Administration
- Monitor employee attendance, punctuality, absenteeism, lateness, and shift adherence.
- Review biometric, login, timesheet, and attendance reports.
- Work closely with Operations and Team Leaders to address attendance and punctuality issues.
- Follow up on employees who fail to report to work or fail to meet scheduled working hours.
- Support preparation and verification of monthly payroll inputs, including attendance, overtime, allowances, deductions, and unpaid leave.
- Maintain accurate records of employee leave, sick leave, absence, and other approved time off.
Employee Relations and Discipline
- Handle employee grievances, complaints, and workplace concerns professionally and confidentially.
- Support disciplinary processes in accordance with company policies and applicable labour laws.
- Participate in disciplinary hearings and maintain proper documentation of disciplinary proceedings.
- Promote positive employee relations and a professional working environment.
- Escalate serious employee relations matters to management where necessary.
Call Center Performance and Employee Management
- Work closely with Operations teams, Floor Managers, and Team Leaders to address employee performance and conduct issues.
- Support monitoring of employee performance indicators including attendance, punctuality, productivity, quality, adherence, and customer service standards.
- Identify recurring HR-related issues affecting call center performance and recommend appropriate solutions.
- Assist management in addressing absenteeism, staff turnover, poor performance, and employee engagement concerns.
Recruitment and Staffing
- Coordinate recruitment campaigns based on call center staffing requirements.
- Prepare recruitment reports and maintain candidate records.
- Coordinate pre-employment documentation and background checks where applicable.
- Ensure new employees are properly onboarded and ready to commence work according to operational requirements.
Training and Development
- Coordinate induction and orientation programmes for new employees.
- Identify training needs in collaboration with Operations and Team Leaders.
- Coordinate training programmes on customer service, company policies, compliance, workplace conduct, and other relevant topics.
- Maintain accurate training attendance and certification records.
- Support employee development and career progression initiatives.
Payroll and Benefits Administration
- Prepare and submit accurate monthly payroll inputs within agreed deadlines.
- Verify attendance, overtime, allowances, deductions, leave, unpaid days, and other payroll-related information.
- Coordinate employee statutory contributions and benefits as required.
- Respond to employee queries relating to salaries, allowances, leave, deductions, and employment benefits.
- Work closely with Finance and Payroll teams to resolve payroll discrepancies.
Labour Law and Policy Compliance
- Ensure HR practices comply with applicable Tanzanian labour laws and regulations.
- Maintain awareness of changes in employment legislation and advise management where necessary.
- Ensure proper documentation and adherence to company disciplinary and HR procedures.
- Support labour inspections, audits, and regulatory requirements.
- Maintain confidentiality of employee information and sensitive HR matters.
Administration
- Coordinate general office administration and employee welfare activities.
- Ensure proper management of HR and administrative documents.
- Maintain office supplies and coordinate administrative requirements.
- Support management in organizing meetings, training sessions, staff activities, and employee engagement events.
- Coordinate employee identification cards, access requirements, uniforms, equipment, and other administrative needs.
- Ensure proper filing and retrieval of HR and administrative documents.
Employee Welfare and Engagement
- Promote employee welfare and a positive workplace environment.
- Organize employee engagement activities and staff meetings.
- Monitor employee concerns and recommend appropriate interventions.
- Support employee recognition and reward initiatives.
- Assist in resolving workplace conflicts and maintaining harmonious employee relations.
Qualifications & Experience
- Bachelor’s degree in Human Resources Management or a related field.
- Professional HR certification will be an added advantage.
- Minimum of 3–5 years of experience in HR and administration.
- Experience working in a call center, BPO, customer service, telecommunications, or high-volume staffing environment is highly desirable.
- Experience in employee relations, recruitment, payroll administration, attendance management, and disciplinary procedures.
- Strong knowledge of HR practices and employment procedures.
- Good understanding of Tanzanian labour laws and regulations.
- Strong communication and interpersonal skills.
- Excellent organizational and time-management skills.
- Ability to handle confidential information with discretion.
- Good conflict-resolution and problem-solving skills.
- Strong attention to detail.
- Ability to work under pressure and meet tight deadlines.
- Good knowledge of Microsoft Office, particularly Excel and Word.
- Ability to work effectively with Operations Managers, Team Leaders, Supervisors, and call center agents.
- Strong reporting and record-keeping skills.
- Ability to manage multiple HR cases and priorities simultaneously.
Location: Dar es Salaam
