SKILLS:

• Experience in talent acquisition, with a background in high-volume hiring beneficial
• Prior experience recruiting in a contact centre or customer service-driven environment
• Proven ability to manage multiple projects and meeting KPIs
• Strong interpersonal and stakeholder management skills
• Experience using applicant tracking systems or CRM Systems
• Data-driven mindset with a focus on continuous improvement
• Excellent organisational and time management skills
• A positive, proactive attitude and a passion for people

ROLE FOCUS:

We’re looking for a dynamic and hands-on Talent Acquisition Lead to manage and optimise our recruitment process for frontline contact center roles and support functions. This role will play a key part in scaling our teams efficiently while ensuring we continue to hire the right people who embody our service-driven culture.

KEY RESPONSIBILITIES:

• Lead full-cycle recruitment for our roles including Customer Service Advisors, Team Leaders, Quality Analysts, and Support Staff
• Develop and execute high-volume hiring strategies to meet business growth and seasonal demands
• Partner with operations and workforce management teams to forecast hiring needs
• Source, screen, and assess candidates for both skill and culture fit
• Manage and mentor recruiters and coordinators, fostering continuous improvement
• Build and maintain a strong pipeline of talent through sourcing campaigns, job fairs, and referral programs
• Oversee the use of ATS and recruitment tools, ensuring data accuracy and process compliance
• Track key metrics (time-to-fill, cost-per-hire, quality-of-hire) and provide actionable insights
• Drive initiatives to enhance the candidate experience and promote our employer brand
• Champion diversity and inclusion in all hiring efforts