HR & Admin Manager
About this role
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