Job Description

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