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UNICAF

HR Liaison Officer – Botswana Power Corporation

Job Purpose

​​​​​​To man the HR Help Desk by answering, evaluating, prioritising, resolving and escalating all incoming HR queries through telephone, fax, email or in person, ensuring that the requests are dealt with in a timely manner and according to the laid out procedures.

Principal Accountabilities/Responsibilities
The successful incumbent will be accountable and responsible for, but not limited to the following:

 Call Logging and Management

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  1. Receives and logs all HR related queries and ensures that they are prioritised and escalated appropriately.
  2. Interviews customers to collect more information on their query and aims at closing the query on initial call.
  3. Serves as liaison between staff and the Human Resources business unit to resolve queries/requests.
  4. Deals with customers contacting the Help Desk professionally and efficiently.

 

Call Tracking & Escalation

  1. Classifies queries/requests and assigns them to the appropriate office.
  2. Follows up on queries/requests with the appropriate office and escalates more complex ones to managers
  3. Ensures that every call is tracked against the service level defines. If the call is not resolved within the defined service level, escalates the query/request to other supervisors and managers and ensures that priorities attached to the query/request are maintained
  4. Provides regular feedback to customers on outstanding calls using the most appropriate communication channel.

Call Closures

  1. Ensures that queries/requests are closed after rectification and that the calls and solutions are logged into the Knowledge Base
  2. Documents resolutions for future reference
  3.  Ensures that Call and MIS reports are prepared as per schedule
  4. Informs the HR Services Manager of possible breaches in Service Level Agreements

 

Knowledge Base

  1. Assists in maintaining and managing the HR Portal on the intranet in order to provide comprehensive information to customers
  2. Assists in ensuring that customers can access the intranet in order to empower them to solve their own problems.
  3. Through the queries/requests received, identifies staff training and educational needs.

Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to.

 

Undertake such other related duties as directed by the supervisor.

Qualifications

Degree in Social Sciences, Business Administration or related field.

Experience

At least three (3) years post qualification experience as an HR Officer.

Competencies
  • Commercial Awareness
  • Interpersonal Skills
  • Problem Solving, Innovation and creativity
  • Team Orientation
  • Leading Change
  • Process Management
  • Drive for Results
  • Customer Focus
  • Action Orientation
  • SHER
  • Values, Ethics and Integrity

 

Job Challenges
  • ​Working in a busy office environment
  • Dealing with high volumes of telephone calls
  • Timely and accurate HR Help Desk call log and knowledge base.
  • Timely preparation and submission of accurate HR Help Desk Reports
  • Timely escalation and follow up of logged call.

 

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