HR & Talent Operations Specialist

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

 

 

We're looking for an experienced HR & Talent Operations Specialist to join our People team. This is a unique opportunity for a well-rounded HR professional who is equally passionate about Human Resources and Talent Acquisition and thrives in a fast-paced, high-volume BPO environment.

 

The HR & Talent Operations Specialist is a dual-function role, providing 50% Human Resources support and 50% Talent Acquisition support. Reporting jointly to the Senior Manager: Global Leadership Recruitment and the HR Manager, you will play a key role in ensuring the successful delivery of both functions across the business.

This position serves as the operational second-in-command for both departments, providing day-to-day guidance and oversight to the HR and Talent Acquisition teams while supporting the delivery of key business objectives. In the absence of either the Senior Manager: Global Leadership Recruitment or the HR Manager, you will deputise for the respective function, ensuring continuity of service and operational excellence.

 

The ideal candidate will have extensive experience in Human Resources, Employee Relations (ER), Industrial Relations (IR), HR Operations, and high-volume Talent Acquisition within a BPO or contact centre environment. You'll be confident working with leaders at all levels, managing complex employee matters, and driving recruitment strategies to support business growth.

 

Location: Cape Town, South Africa (On-site)Department: Human Resources & Talent AcquisitionReports to: Recruitment Manager (50%) & HR Manager (50%)

 

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

Talent Acquisition (50%)

• Provide day-to-day operational oversight and support to the Talent Acquisition team.
• Lead end-to-end recruitment across operational, leadership, and support functions.
• Manage high-volume and bulk recruitment campaigns to meet business hiring demands.
• Partner with hiring managers on workforce planning and recruitment strategies.
• Build and maintain strong talent pipelines using a variety of sourcing methods.
• Monitor recruitment KPIs, time-to-fill, quality of hire, and pipeline performance.
• Ensure an exceptional candidate experience throughout the recruitment lifecycle.
• Drive continuous improvement of recruitment processes, systems, and employer branding initiatives.
• Coach and support Talent Acquisition team members to ensure consistent delivery and best practice.
• Deputise for the Senior Manager: Global Leadership Recruitment when required.

Human Resources (50%)

• Provide day-to-day operational oversight and support to the Human Resources team.
• Lead Employee Relations (ER) and Industrial Relations (IR) matters, including disciplinary hearings, grievances, poor performance, incapacity, misconduct investigations, and CCMA preparation.
• Provide HR guidance and coaching to managers and employees on policies, procedures, and best practices.
• Support onboarding, probation management, employee lifecycle administration, transfers, promotions, and offboarding.
• Ensure compliance with South African labour legislation, company policies, and organisational procedures.
• Drive employee engagement, retention, performance management, and wellness initiatives.
• Maintain HR records, reporting, compliance documentation, and people analytics.
• Identify and implement process improvements to enhance HR operational efficiency.
• Coach and support HR team members to ensure high-quality service delivery.
• Deputise for the HR Manager when required.

 

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

 

• Diploma or Degree in Human Resources, Industrial Psychology, Business Management, or a related field.
• Minimum 5 years' experience across Human Resources and Talent Acquisition.
• At least 3 years' experience within a BPO, contact centre, or high-volume operational environment.
• Proven experience managing high-volume and bulk recruitment.
• Strong Employee Relations (ER) and Industrial Relations (IR) experience, including disciplinary hearings, grievances, incapacity processes, and CCMA preparation.
• Sound knowledge of South African labour legislation and HR best practices.
• Demonstrated experience across the full employee lifecycle and HR Operations.
• Previous experience providing guidance, coaching, or operational oversight to HR and/or Talent Acquisition teams.
• Excellent stakeholder management, communication, coaching, and influencing skills.
• Strong organisational and problem-solving abilities with exceptional attention to detail.
• Proficiency in Microsoft Office; experience using HRIS and Applicant Tracking Systems (ATS) is advantageous.
• Ability to work in a fast-paced, deadline-driven environment.
• Flexibility to work shifts or adjusted hours to support operational requirements when required

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

 

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

 

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

 

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

 

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.