HR Lead

• Feb 2020 - Present

Senior HR Generalist at Sigma SA (Pty) Ltd

• Sep 2018 - Feb 2020

HR Generalist

• Jun 2016 - Aug 2018

Administration:Timely, accurate and confidential maintenance and preparation of hard and electronic HR records and documentationPayroll input relating to staff movements, terminations, new hires, personal info changes and leave.Recruitment: Assist with Call Centre Staff Recruitment End to end recruitment for Team leader and support rolesPoint of contact for recruitment AgenciesConduct security and credit checksSet up on-site interviews and assessments after interviewsConduct on-site interviews (when HR assistance is required)Prepare letters regret letters for all unsuccessful candidates Maintain the refer a friend database and applicant databaseOn- boarding of new hires Payroll and Benefits:Prepare the monthly payroll input (including new hires, terminations, variable earnings, incentives, overtime, transport and any other deductions) by the determined cut-off datePoint of contact for payroll queries from staffIndustrial Relations:Advise and guide staff, team leaders and managers on IR issues Prepare and manage the communication relating to AWOLAttend Disciplinary Enquiries in an advisory capacity to ensure procedural and substantive fairnessConduct IR Training for Team Leaders and 2IC’sHR Reporting:Record and capture statistics relating to Headcount, Attrition, Recruitment, Industrial Relations, Staff Welfare:Assist with company events, e.g. Monthly Theme Days, Year-End Functions and Social Responsibility eventsCompliance (Employment Equity, BEE and DTI)Contribute to the preparation and submission of statutory reports including EE. BBBEE and DTI as directed by Head of HREmployee wellnessActively promote the company’s EAP to employees as well as Line ManagementIdentify employees at risk and proactively encourage informal referrals, and assist Management with the process of formal referralsAnalyse reports and identify risk areas to be addressed through wellness initiatives

Accounts and Financial Staffing Consultant

• Aug 2015 - May 2016

My principals and accountabilities in this position are to assist in accomplishing the goals and objectives of the office by exercising multi-tasking, decision-making, and problem-solving skills. As a staffing consultant I am the link between both the client companies and the associates regarding the following:Recruiting and EmploymentClient RelationsEmployee RelationsAdministrationMaintains reference material on applicable employment laws.Maintains awareness of local labour market, business conditions, activities of competing companies, and industry-related trends.Prepare and submit activity reports, ideas, and articles for the Express associate newsletter.Other projects and activities as assigned.Full functionality available on request

Team Leader

• Oct 2014 - Feb 2015

Maintain a strong and effective working relationship with the client (SunSwop).Maintain effective call handling through staff scheduling ensuring optimum level of staff resources according to business requirements.Ensure the team effectively use the KANA Response application to promptly and effectively handle email correspondence within agreed service level (48 hours)Devise and seek approval for ad-hoc incentives to achieve office targets.Ensure high quality member servicing is provided at all times.Handle all Customer / Resort relation issues including any client/members escalations. Provide on-floor supervision at all times and be accessible to all operations employees. Manage recruitment interviews and candidate selection process in line with company procedures and local legislation to optimise performance and retention.Complete full company induction training for all new employeesManage all staff for whom accountable in line with the Company’s human resource policies and procedures and local legislation so that performance is maximised and individuals achieve their full potential, including absence and late management.Hold regular scheduled meetings with staff to solicit input and review productivity.Identify staff training needs and implement appropriate training programmes (in conjunction with human resources for external training).Complete appraisal assessments and conduct meetings in line with company procedure and provide full information to Human Resources Department in LondonDevelop and maintain effective coaching strategy to optimise performance of agents.Ensure effective communication procedures are implemented and maintained.Ensure all legislative requirements relating to health and safety of employees and the office environment are adhered to with any concerns immediately reported to human resources.Take responsibility for own continuing professional development so that professional knowledge is up to date and work reflects practice.

Team Leader

• Oct 2010 - Oct 2014

• Analyze performance data to develop individual and team performance on a daily basis• Request, feedback and action regular reports such as email and internet traffic, log on reports etc• Discuss daily targets with the team• Identify training needs of the team and individuals and action their resolution• Develop team and individual strengths and weaknesses through diarized on the job coaching sessions• Ensure communication to staff and management through meetings, team briefings, and one on one sessions• Empower and instill a sense of confidence to encourage initiative• Understanding of call centers objectives and the ability to actively manage the goals set by the Call Center Manager• Prepare monthly reports on team performance and individual performance against targets• Maintain good discipline and time keeping within the call center• Monitor and control quality using the agreed Loan Center procedures• Maintain a support link between IT and the call center by reporting and following up any technical queries arising from the loan application system• Monitor team and individual performance against targets• To motivate the team/individuals to build a culture of pride and belief in sales/service excellence• To understand the Center’s objectives and actively manage their achievement in the short and medium term• To ensure that all operational budgets and sales and service benchmarks are achieved• To provide support to the team as needed, taking over calls that are outside the skills of an individual, or providing a communications channel to a specialist for resolution• To provide depository support for the call center manager• To demonstrate and instil in staff a sense of loyalty to both the customer and Direct Axis• Interview and select new recruits

Team Manager

• Sep 2008 - Sep 2010

Manage Colleagues and overall team performance with regard to: • Productivity• Service Quality • Adherence to schedule• Agent occupancy• Attendance, additional hours and overtime• Adherence to processesShift management relating to:• Monitor service reliability by monitoring all aspects of SLA’s and service offerings with the objective to achieve and exceed SLA’s• Maximization of service delivery processes• Developing action plans for any service recovery, activities or campaigns that might affect the call centre• Resolution and escalation of operational issues as and where necessary• Handle 2nd level queries a professional manner to ensure customer satisfaction • Ensure fair distribution of work and effective work load balancing between all service offerings, mediums, inbound and outbound.• Managing of outbound campaigns• Stay abreast of changes impacting service deliveryInformation management to team, peers, management and client with regards to:• Shift handovers and briefing• Training and development of team• MIS requirements• Team performance• Colleague attendance• SLA adherence • Accuracy and completeness of colleagues’ hours worked• Consistent, clear and accurate flow of information to all the colleagues• Pro-actively communicate and escalate service affecting issues and customer complaints• Processes financial transactions at the appropriate levelService Quality relating to:• Providing constructive support and guidance to colleagues regarding service quality feedback• Ensure all colleagues receive required coaching and SQ feedback• Identify opportunities for process improvementsFurther to this I have also been exposed to managing:Outbound TeamProject managementFull information available on request