Human Resources Specialist

Job Title: Human Resources Specialist - UK & USA Call Centre

Company: GM Travel

Location: Karachi (On-Site)

Salary: PKR 65,000 - PKR 100,000 per month

Benefits: Medical Allowance, Yearly Bonus

About GM Travel:

GM Travel is the UK's leading Hajj and Umrah travel agency, providing reliable and affordable services for over 15 years. Our dedication to quality, comfort, and spiritual fulfillment has made us a preferred choice for UK pilgrims. We offer comprehensive packages that include flights, accommodation, transportation, and guidance to ensure a seamless and meaningful journey. Our goal is to allow travelers to focus entirely on their worship and reflection while we handle all logistical aspects.

Role Description:

We are seeking a highly motivated and experienced Human Resources Specialist to join our team in Karachi. This is a full-time, on-site position where you will play a vital role in managing our HR functions and ensuring a positive and productive work environment within our UK and USA facing call centre operations. You will be responsible for a wide range of HR tasks, from recruitment and onboarding to employee relations and compliance.

Experience in a call centre environment is essential for this role.

The ideal candidate should be familiar with the nuances of managing a diverse workforce with experience working with UK & USA based stakeholders within a call centre environment.

Responsibilities:

Develop, implement, and maintain HR policies and procedures in compliance with labor laws and company standards, specifically tailored for a call centre environment.
Manage the full-cycle recruitment process for call centre agents and support staff, including job postings, screening resumes, conducting interviews (including phone and video interviews), and onboarding new employees.
Administer employee benefits programs, including medical allowance and yearly bonus.
Maintain accurate and up-to-date employee records, ensuring confidentiality and compliance with data protection regulations.
Handle employee relations issues, including conflict resolution, disciplinary actions, and performance management, with a focus on call centre-specific challenges (e.g., attendance, performance metrics, high-pressure environment).
Ensure compliance with all applicable labor laws and regulations in Pakistan, and a general understanding of employment regulations in the UK & USA relating to employee interaction with those markets.
Develop and implement employee training and development programs, with a strong emphasis on call centre skills (e.g., customer service, communication, sales techniques, cultural sensitivity for UK/USA markets).
Conduct performance appraisals and provide constructive feedback to employees, aligning performance with call centre KPIs.
Assist with payroll processing and related tasks, ensuring accuracy and timeliness.
Contribute to a positive and supportive work environment, fostering teamwork and employee engagement within the call centre.
Stay up-to-date on best practices in HR and call centre management.
Monitor key HR metrics (e.g., turnover rate, absenteeism, employee satisfaction) and identify areas for improvement.
Work closely with call centre leadership to address HR-related issues and support their operational needs.

Qualifications:

Bachelor's degree in Human Resources, Business Administration, or a related field.
Proven experience in Human Resources (HR) and HR Management.
Significant experience working with and supporting call centre operations is essential. (This is really important to highlight).
Experience in the travel industry is a plus.
Proficient in developing HR Policies and managing Employee Benefits.
Strong Personnel Management skills
Excellent written and verbal communication skills, with the ability to communicate effectively with employees at all levels and with UK & USA based stakeholders.
Ability to work independently and handle multiple tasks effectively in a fast-paced environment.
Familiarity with labor laws and regulations in Pakistan.
Strong attention to detail and organizational skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Familiarity with HRIS (Human Resources Information System) software is an asset.
Experience with performance management systems and call centre metrics, and an understanding of their impact on employee performance.

To Apply:

Please submit your resume and cover letter highlighting your relevant experience and qualifications to [[email protected]]. We look forward to hearing from you!