Employee Relations Officer

Employee Relations Officer - Cape Town, South Africa

TTEC, the customer experience organization that powers the world's greatest brands, is hiring an Employee Relations Officer in Cape Town South Africa, ideally with a background in Employee Relations / HR in local BPO Operations. You will join the mission of transforming customer experience and bringing humanity to business

Our People and Culture Team brings significant value and contribution to our company by always looking for innovative ideas and providing solutions as it pertains to people management agenda thus positively impacting business results.

As the Employee Relations Officer for TTEC South Africa, you will serve as a strategic ER partner to business leaders within South Africa. You will chair disciplinary and appeal hearings whilst managing complex relations casework.

• Chair disciplinary enquiries and appeals in a fair, neutral, and impartial manner.
• Lead hearings in line with procedural and substantive fairness requirements under the Labour Relations Act.
• Make clear, reasoned findings and determine appropriate outcomes in line with policy and precedent.
• Draft disciplinary and appeal outcome letters with clear rationale and decisions.
• Ensure documentation is accurate, consistent, and compliant with company policy and governance standards.
• Guide managers on preparing disciplinary packs and presenting evidence.
• Provide ad hoc coaching or training on disciplinary processes when required.

• Diploma or Bachelor's degree in Human Resources, Industrial Relations, Labour Law, or related field.
• 5 years' experience in HR or Employee Relations, with exposure to grievance and disciplinary processes.
• Ability to gather, analyze, and interpret evidence to make sound judgments.
• Up-to-date knowledge of employment law and regulations in South Africa.
• Ability to make difficult, informed decisions regarding disciplinary actions.
• Strong skills in mediation, conflict resolution, and building positive working relationships.
• Previous experience within a BPO environment is required.
• The role requires flexibility to work in a rotational/shift schedule on site in Cape Town.

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.