Call Center Human Resources Manager Course

Lesson 1 • Role of HR in Call Centres

Maps HR responsibilities specific to call centre settings. Distinguishes tactical HR tasks from strategic workforce planning contributions.

Lesson 2 • Call Centre Industry Overview

Defines call centre types, operational models, and workforce scale. Provides context for every HR decision made throughout the course.

Lesson 3 • Legal and Compliance Fundamentals

Introduces employment law concepts governing hiring, scheduling, and termination. Builds compliance awareness essential for all subsequent HR practices.

Lesson 1 • Sourcing Strategies for Call Centres

Identifies the most effective channels for attracting high-volume applicants. Balances cost-per-hire with applicant quality and speed.

Lesson 2 • Offer Management and Pre-Boarding

Covers offer letter creation, background check coordination, and pre-start engagement. Reduces offer-to-start fallout common in high-volume environments.

Lesson 3 • Screening and Assessment Methods

Applies structured screening tools to efficiently evaluate large applicant pools. Reduces mis-hires by aligning assessments to role-critical competencies.

Lesson 4 • Diversity and Inclusive Hiring Practices

Embeds equity principles into every stage of the selection process. Builds a workforce that reflects diverse customer bases and reduces legal risk.

Lesson 1 • Onboarding Programme Architecture

Establishes the structural framework for a phased onboarding curriculum. Aligns programme milestones with operational readiness benchmarks.

Lesson 2 • Training Coordination with Operations

Bridges HR onboarding with the training department's technical curriculum. Ensures new hires receive consistent messaging across both functions.

Lesson 3 • Early Attrition Prevention

Identifies risk factors that cause new hires to leave within the first 90 days. Applies targeted interventions to improve first-year retention.

Lesson 1 • Formal Performance Review Process

Designs structured review cycles that are fair, consistent, and legally defensible. Links review outcomes to compensation and development decisions.

Lesson 2 • Continuous Coaching and Feedback

Establishes regular coaching cadences that reinforce performance standards daily. Equips supervisors with structured feedback tools supported by HR.

Lesson 3 • Managing High and Low Performers

Differentiates HR strategies for top talent retention and underperformer management. Prevents performance polarisation from damaging team morale.

Lesson 4 • Performance Improvement Plans

Guides HR managers through creating and administering formal improvement plans. Balances employee support with clear accountability and documentation.

Lesson 1 • Leave of Absence Administration

Covers the end-to-end process for managing medical, personal, and protected leave types. Ensures compliance with leave entitlement principles while maintaining operational coverage.

Lesson 2 • Reducing Chronic Absenteeism

Identifies root causes of chronic absence and applies targeted HR interventions. Connects attendance trends to engagement and workload data.

Lesson 3 • Scheduling Collaboration with Workforce Management

Defines the HR role in supporting scheduling decisions without overstepping workforce management functions. Addresses accommodation requests within scheduling constraints.

Lesson 1 • Harassment and Hostile Work Environment

Addresses recognition, prevention, and response to harassment in call centre settings. Builds HR competency in handling sensitive complaints with legal awareness.

Lesson 2 • Employee Relations Fundamentals

Defines the HR manager's role as a neutral, trusted resource in workplace disputes. Establishes the principles of fairness, consistency, and confidentiality.

Lesson 3 • Progressive Discipline and Termination

Guides HR through consistent disciplinary steps from verbal warning to termination. Ensures every action is documented, proportionate, and legally defensible.

Lesson 4 • Conflict Resolution and Mediation

Equips HR managers with structured mediation techniques for peer and supervisor conflicts. Reduces escalation rates and preserves working relationships.

Lesson 1 • Compensation Structure Fundamentals

Explains pay grades, salary bands, and market pricing specific to call centre roles. Provides the foundation for equitable and competitive pay decisions.

Lesson 2 • Benefits Administration and Enrolment

Covers health, retirement, and ancillary benefit plan administration. Ensures employees understand and utilise available benefits effectively.

Lesson 3 • Incentive and Variable Pay Programmes

Designs performance-based pay programmes aligned to call centre KPIs. Balances motivational impact with budget sustainability.

Lesson 1 • Building and Leading an HR Team

Develops the HR manager's ability to hire, develop, and lead an internal HR function. Covers team structure, role clarity, and HR staff performance management.

Lesson 2 • Organisational Design and Change Management

Guides HR managers through restructuring, expansion, and technology-driven change. Applies change management frameworks to minimise workforce disruption.

Lesson 3 • HR as a Business Partner

Defines the behaviours and mindset that distinguish strategic HR from transactional HR. Builds credibility with operations, finance, and executive leadership.

Lesson 4 • Strategic Workforce Planning

Builds multi-year workforce plans aligned to business growth and technology shifts. Connects talent supply analysis to proactive HR programme investment.