Reports To: Country HR Lead / Regional HR Manager
Department: Human Resource
Position Summary

• We are seeking an experienced and proactive HR Manager to lead human resource operations at our Nairobi site. The ideal candidate must have a strong background in HR leadership within a call center/BPO environment, with proven experience supporting international campaigns. This role is highly dynamic and requires a hands-on professional with a strong grasp of HR operations, Kenyan labor laws, and employee engagement strategies.

Please note: Experience in a call center environment is a mandatory requirement.

Key Responsibilities

• Lead end-to-end recruitment and selection processes to ensure timely onboarding of qualified talent.
• Oversee a structured and impactful employee onboarding program tailored to the call center industry.
• Monitor and manage employee attrition, including the tracking and analysis of monthly trends to recommend interventions.
• Supervise and coordinate the preparation and disbursement of accurate payroll, in compliance with local labor laws and internal policies.
• Ensure statutory HR compliance in line with Kenyan labor laws and global internal audit requirements.
• Champion and coordinate CSR (Corporate Social Responsibility) initiatives aligned with company values.
• Plan and execute monthly employee engagement activities to boost morale and strengthen team culture.
• Support performance management, including appraisals, coaching, and goal setting aligned with business KPIs.
• Identify, prepare, and track succession plans for critical roles across departments.
• Produce and analyze HR analytics and dashboards to support leadership decision-making.
• Drive Learning & Development initiatives to support employee growth and skills development.

Qualifications and Experience

• A Bachelor’s degree in Human Resource Management, Business Administration, or a related field. A Master’s degree is preferred.
• Minimum of 5 years’ experience in a Human Resource management role, with at least 3 years in a high-volume call center or BPO environment.
• Prior experience managing or supporting international campaigns or offshore accounts is highly preferred.
• Must be a registered and active member of the Institute of Human Resource Management (IHRM).
• Strong understanding of Kenya labor laws and statutory requirements.
• Proficient in MS Word, Excel, PowerPoint, and HRIS platforms.
• Demonstrated experience in managing multiple projects, meeting strict timelines, and handling a diverse workforce.
• Familiarity with the Balanced Scorecard performance model is an added advantage.
• Exceptional interpersonal and communication skills, with the ability to interact with all levels of staff and management.
• Strong ethical standards, with the ability to handle confidential information discreetly and professionally.
• Results-oriented with a proactive, hands-on approach and strong analytical skills.