Senior HR Officer
Location: Maryland, Lagos
Employment Type: Full-time
Work mode: Onsite
Job Summary
- We are looking for a high-energy HR Officer with a background in high-volume environments to support our BPO operations. This role is critical in managing the talent pipeline and organizational health for our debt recovery, telemarketing, and customer support teams.
- The successful candidate will focus on sourcing high-resilience talent, managing performance metrics, and ensuring strict adherence to regulatory standards in debt collection and customer service.
Key Responsibilities
High-Volume Talent Acquisition:
- Execute end-to-end recruitment for high-turnover roles, including Debt Recovery Agents, Telemarketers, and Customer Support Specialists.
- Handle executive recruitment.
- Utilize competency-based assessments to identify candidates with high emotional intelligence, persuasion skills, resilience and are the right culture fit.
- Build a steady pipeline of "ready-to-hire" talent to meet fluctuating BPO scaling requirements.
HR Business Partnering & Strategic Support:
- Partner with team leads and business managers to align HR initiatives with operational goals, workforce planning, and team performance.
- Provide guidance on employee relations, conflict resolution, performance management, and overall team effectiveness.
- Analyze HR metrics and workforce trends to support decision-making, improve employee engagement, and drive retention strategies.
Performance & Metrics Management:
- Work closely with Team Leads to monitor HR-related KPIs such as attrition rates, absenteeism, and speed-to-competency.
- Facilitate the performance appraisal process, linking HR initiatives to operational targets (e.g., recovery rates, CSAT scores, and call quality).
- Manage the administration of performance-based incentive and bonus schemes.
Compliance & Ethics Oversight:
- Ensure all staff are trained on and adhere to company policy, ethical debt recovery practices and data privacy regulations.
- Maintain comprehensive employee files and ensure compliance with the Nigerian Labour Act.
- Manage disciplinary processes related to code of conduct, specifically regarding customer interactions and financial integrity.
Employee Retention & Culture:
- Develop engagement strategies specifically designed for high-stress BPO environments to reduce burnout.
- Act as a mediator for workplace conflicts and provide guidance on employee relations.
- Conduct exit interviews to identify trends and implement corrective actions for retention.
Requirements, Skills & Qualifications
- Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related discipline.
- 3–4 years in HR, with at least 1–2 years in a BPO or financial services environment (prior experience in debt recovery or telesales firms is a significant advantage).
- CIPM, SHRM, or PHRi certification is an added advantage.
- Strong understanding of BPO operational dynamics (shift management, hourly tracking, and volume-based hiring).
- Advanced Microsoft Excel skills for data-driven HR reporting.
- Ability to multitask in a fast-paced, high-pressure environment.
- Exceptional conflict resolution and negotiation abilities.
Key Competencies:
- Ability to maintain a positive culture in a high-pressure, target-driven atmosphere.
- Ensuring that all HR processes—from hiring to termination—are documented and legally sound.
- Using data to understand why turnover happens and how to improve agent performance
Salary Range
N250,000 - N300,000 Net per month.
Application Closing Date
1st June, 2026.
How to Apply
Interested and qulified candidates should:
Click here to apply online