ITM Tanzania

HR & Admin Manager

To manage and coordinate Human Resources and Administration functions within a call center environment by ensuring effective workforce management, employee relations, recruitment, payroll administration, compliance with labour laws, employee engagement, and administrative support to drive efficient business operations.

Responsibilities or duties:

• Monitor employee attendance, punctuality, absenteeism, lateness, and shift adherence.
• Review biometric records, login reports, timesheets, 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 do not meet scheduled working hours.
• Support the preparation and verification of monthly payroll inputs, including attendance, overtime, allowances, deductions, and unpaid leave.
• Maintain accurate records of employee leave, sick leave, absences, and other approved time off.
• 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 complex or serious employee relations matters to management where necessary.
• 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.
• 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 effectively onboarded and ready to commence work according to operational requirements.
• Coordinate induction and orientation programmes for new employees.
• Identify training needs in collaboration with Operations and Team Leaders.
• Coordinate training programmes covering 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.
• 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.
• Ensure HR practices comply with applicable Tanzanian labour laws and regulations.
• Monitor 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 compliance activities.
• Maintain confidentiality of employee information and sensitive HR matters.
• Coordinate general office administration and employee welfare activities.
• Ensure proper management of HR and administrative documentation.
• 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 where applicable.
• Ensure proper filing and retrieval of HR and administrative documents.
• 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 or requirements:

• Bachelor's degree in Human Resources Management or a related field.
• Professional HR certification is an added advantage.

Experience needed:

• Minimum of 3–5 years' experience in Human Resources and Administration.
• Experience working in a call center, BPO, customer service, telecommunications, or high-volume staffing environment is highly desirable.
• Demonstrated experience in employee relations, recruitment, payroll administration, attendance management, and disciplinary procedures.
• Strong knowledge of HR practices, employment procedures, and workforce administration.
• Good understanding of Tanzanian labour laws and employment regulations.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to handle confidential information with integrity and discretion.
• Strong conflict resolution and problem-solving skills.
• High attention to detail and accuracy.
• Ability to work under pressure and meet tight deadlines.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Strong reporting, record-keeping, and documentation skills.
• Ability to collaborate effectively with Operations Managers, Team Leaders, Supervisors, and call center employees while managing multiple HR priorities.

• Monitor employee attendance, punctuality, absenteeism, lateness, and shift adherence.
• Review biometric records, login reports, timesheets, 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 do not meet scheduled working hours.
• Support the preparation and verification of monthly payroll inputs, including attendance, overtime, allowances, deductions, and unpaid leave.
• Maintain accurate records of employee leave, sick leave, absences, and other approved time off.
• 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 complex or serious employee relations matters to management where necessary.
• 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.
• 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 effectively onboarded and ready to commence work according to operational requirements.
• Coordinate induction and orientation programmes for new employees.
• Identify training needs in collaboration with Operations and Team Leaders.
• Coordinate training programmes covering 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.
• 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.
• Ensure HR practices comply with applicable Tanzanian labour laws and regulations.
• Monitor 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 compliance activities.
• Maintain confidentiality of employee information and sensitive HR matters.
• Coordinate general office administration and employee welfare activities.
• Ensure proper management of HR and administrative documentation.
• 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 where applicable.
• Ensure proper filing and retrieval of HR and administrative documents.
• 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.

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to handle confidential information with integrity and discretion.
• Strong conflict resolution and problem-solving skills.
• High attention to detail and accuracy.
• Ability to work under pressure and meet tight deadlines.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Strong reporting, record-keeping, and documentation skills.
• Ability to collaborate effectively with Operations Managers, Team Leaders, Supervisors, and call center employees while managing multiple HR priorities.

• Bachelor's degree in Human Resources Management or a related field.
• Professional HR certification is an added advantage.
• Experience working in a call center, BPO, customer service, telecommunications, or high-volume staffing environment is highly desirable.
• Demonstrated experience in employee relations, recruitment, payroll administration, attendance management, and disciplinary procedures.
• Strong knowledge of HR practices, employment procedures, and workforce administration.
• Good understanding of Tanzanian labour laws and employment regulations.