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 servic