Senior HR Officer – High‑Volume BPO Recruitment

About the role

We are seeking a senior HR professional to lead talent acquisition and HR business partnering for our fast‑growing BPO operations in Lagos. The role will focus on sourcing high‑resilience agents for debt recovery, telemarketing and customer support, while ensuring compliance with regulatory standards.

Key responsibilities

• Execute end‑to‑end recruitment for high‑turnover positions such as Debt Recovery Agents, Telemarketers and Customer Support Specialists.
• Conduct executive recruitment and use competency‑based assessments to evaluate emotional intelligence, persuasion, resilience and cultural fit.
• Build and maintain a ready‑to‑hire talent pipeline to support fluctuating scaling needs.
• Partner with team leads and business managers to align HR initiatives with operational goals, workforce planning and performance management.
• Provide guidance on employee relations, conflict resolution and performance appraisal processes.
• Monitor HR KPIs (attrition, absenteeism, speed‑to‑competency) and link HR actions to operational targets such as recovery rates and CSAT scores.
• Administer performance‑based incentive and bonus schemes.
• Ensure staff training on ethical debt recovery practices, data privacy and company policies, maintaining compliant employee records.

Required profile

• High‑energy professional with experience in high‑volume BPO or similar environments.
• Proven ability to source and assess talent with strong emotional intelligence and resilience.
• Strong analytical mindset to interpret HR metrics and drive retention strategies.
• Excellent interpersonal skills for partnering with managers and handling employee relations.

Required skills