Sphiwe Mosia

Results-driven Human Resources professional with extensive experience in recruitment, HR administration, employee relations, and payroll support within fast-paced operational environments. Proven ability to manage high-volume recruitment campaigns, employee lifecycle processes, and HR compliance while supporting organizational growth. Experienced in coordinating onboarding, managing HR systems, maintaining employee records, and facilitating disciplinary processes in accordance with South African labour legislation including BCEA and LRA.

Recognized for strong communication skills, attention to detail, and the ability to build productive relationships with employees, management, and stakeholders.

HR Generalist - Redial BPO - Johannesburg

(2023-11)

• Manage the full recruitment lifecycle, including vacancy advertising, sourcing candidates, screening CVs, conducting pre-screening interviews, and issuing offers of employment.
• Lead high-volume and bulk recruitment campaigns to meet operational staffing requirements within strict hiring timelines.
• Screen large volumes of applications and shortlist suitable candidates according to job specifications and business needs.
• Coordinate and schedule interviews, candidate assessments, and call simulations with hiring managers.
• Manage recruitment pipelines and candidate records through Breezy ATS, ensuring accurate tracking and reporting of recruitment activities.
• Conduct background and reference checks for potential hires.
• Prepare and issue offer letters and employment contracts for successful candidates.
• Coordinate employee onboarding and orientation programmes to ensure effective integration of new hires.
• Maintain and update employee records on PaySpace, ensuring compliance with company policies and HR best practices.
• Manage employee lifecycle processes including transfers, promotions, performance reviews, and terminations.
• Facilitate disciplinary hearings, conflict mediation, and employee relations processes.
• Attend and support CCMA cases, ensuring adherence to labour legislation including BCEA and LRA.
• Prepare HR reports, metrics, and UIF documentation for maternity leave, terminations, and employee claims.
• Manage payroll-related administration, including overtime calculations and time-and-attendance monitoring.

HR Assistant - Redial BPO - Johannesburg

(2023-04 - 2023-10)

• Support the full employee lifecycle including recruitment, onboarding, development, and offboarding
• Assist with end-to-end recruitment processes (job postings, screening, interview coordination, and feedback management)
• Manage and maintain employee records, HR systems, and data accuracy
• Monitor and report on attendance, leave, and absenteeism trends
• Provide support in employee relations matters, including handling queries and assisting with disciplinary processes
• Assist in implementing and ensuring compliance with HR policies, procedures, and labour legislation
• Support payroll administration by ensuring accurate employee data (attendance, leave, new hires, terminations)
• Contribute to performance management processes, including tracking reviews and preparing documentation
• Assist with HR reporting and analytics (e.g., recruitment stats, attendance reports, HR metrics)
• Coordinate training and development initiatives and maintain training records
• Help promote employee engagement initiatives and workplace culture
• Maintain strict confidentiality and professionalism when handling employee information

Customer Service Consultant - Auto & General - Johannesburg

(2022-03 - 2023-03)

• Provided professional support to customers regarding policy changes, updates, and claims-related queries.
• Updated policyholder details including addresses, banking information, and personal details.
• Captured and processed claims documentation while ensuring compliance with company policies and service level agreements.
• Conducted data collection and analysis to support claims investigation processes.
• Identified opportunities to upsell insurance products and services while maintaining high levels of customer satisfaction.
• Achieved first-call resolution by efficiently addressing customer queries and complaints.

Debt Protection & Collection Quality Assurer - Electronic Toll Collection - Johannesburg

(2020-06 - 2022-02)

• Conducted quality assurance checks on financial documentation and collection schedules to ensure accuracy and completeness.
• Compiled operational reports and handled ad-hoc requests from management.
• Reconciled schedules and indexes with Account Management records.
• Investigated data discrepancies and logged system tickets for issue resolution.
• Liaised with internal departments and VPC Support teams to resolve extraction and data issues.
• Maintained compliance with internal quality standards and operational procedures.

Customer Service Operator - Electronic Toll Collection - Johannesburg

(2018-05 - 2020-05)

• Managed high volumes of incoming customer calls and email correspondence.
• Assisted customers with account queries, payments, refunds, and payment arrangements.
• Maintained detailed CRM records of customer interactions.
• Resolved customer complaints and provided solutions within defined service standards.
• Opened and maintained customer accounts while ensuring accurate data management.

Summons Operator - Electronic Toll Collection - Johannesburg

(2017-07 - 2018-04)

• Extracted and verified road user information from multiple databases.
• Reviewed data for accuracy and corrected discrepancies where necessary.
• Generated operational reports and maintained secure documentation systems.
• Performed backup operations and ensured compliance with productivity and quality targets.

Telesales Consultant - Lewis Stores

• Conducted telesales calls to promote retail products and services.
• Assisted customers with product information and purchasing decisions.
• Maintained positive customer relationships while working towards sales targets.

Bachelor of Arts Honours - Psychology - University of South Africa (UNISA)

Bachelor of Arts - Health Sciences and Social Services - Applied Psychology for Professional Contexts - University of South Africa (UNISA)

Higher Certificate - Adult Education and Training - University of South Africa (UNISA)

Certificate - HIV/AIDS Care & Counselling - University of South Africa (UNISA)

Certificate - Class of Business Personal Lines - FAISIT

National Senior Certificate - Thamsanqa High School