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.

This role is ideal for someone who is confident working across HR operations, Employee Relations, Talent Acquisition, people management, recruitment operations, reporting, and process improvement. You will need to be comfortable taking ownership, making sound decisions within your scope, and keeping teams and stakeholders moving without constant supervision.

You will not simply be supporting two functions — you will help ensure that HR and Talent Acquisition continue to operate effectively, consistently, and without disruption.

Location: Cape Town, South Africa (On-site) Department: Human Resources & Talent Acquisition 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.

Key Responsibilities POSITION RESPONSIBILITIES HR & Talent Acquisition Operations

• Provide day-to-day operational support across both Human Resources and Talent Acquisition.
• Provide guidance, coordination, and decision-making support on day-to-day operational matters within the appropriate scope.
• Ensure priorities, deadlines, processes, and service levels continue to be met in the absence of either People leader.
• Support team leaders and team members with workload management, prioritisation, accountability, and operational challenges.
• Identify issues, risks, and bottlenecks and escalate appropriately where matters require senior-level intervention.
• Monitor HR and TA activity, reporting, KPIs, and operational performance to identify trends and areas requiring attention.
• Ensure consistent adherence to HR and TA policies, processes, systems, and governance requirements.
• Support the continuous improvement of People processes, systems, reporting, and operational efficiency.
• Partner with business leaders and managers to resolve day-to-day People-related matters and ensure effective service delivery.
• Support HR and TA projects, workforce initiatives, reporting, and other operational priorities as required.
• Maintain a high level of confidentiality and professionalism when dealing with sensitive employee and business matters.

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, or a related field.
• Minimum 4 years' experience across Human Resources and Talent Acquisition.
• At least 3 years' experience within a BPO or contact centre
• 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 with an Applicant Tracking Systems (ATS) is vital.
• 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 disabilitie