Engagement And Culture Officer (Offshore Accounts)

Css Credit Solutions Services (Pty) Limited; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading BPO service provider seeks an Engagement and Culture Officer to enhance employee engagement and wellbeing within offshore operations. The candidate will design initiatives aligned with company values and support staff in a high-volume environment. Responsibilities include fostering a positive culture, monitoring employee metrics, and acting as a bridge between management and employees. The position requires at least 2 years of experience, a Grade 12 qualification, and strong interpersonal skills. This is a full-time, mid-senior level role based in Gauteng, South Africa.

Qualifications

• 2 years' experience in employee engagement.
• Experience in BPO Offshore campaigns.
• Ability to work well under pressure.

Responsibilities

• Drive employee engagement initiatives in a BPO environment.
• Serve as a communication bridge between employees and management.
• Monitor engagement metrics and conduct surveys.

Skills

Computer literate

Interpersonal skills

Experience in managing conflict

Good communication skills

Trustworthy

Punctual and time management

Education

Grade 12

HR or Communication qualification

Job description

Engagement and Culture Officer (Offshore Accounts)

The Engagement and Culture Officer is responsible for driving employee engagement, wellbeing, and a positive workplace culture within offshore BPO contact centre operations.

The role focuses on supporting offshore client accounts by implementing engagement initiatives, reinforcing company values, improving employee morale, and supporting retention in a high-volume contact centre environment, while ensuring alignment with South African labour legislation and client expectations.

This role involves staying abreast of the latest news, weather and events affecting the regions, and proactively sharing the relevant updates with agents to help them build rapport with customers.

Employee Engagement & Culture

• Design, implement, and manage employee engagement initiatives aligned to offshore contact centre environments.
• Drive a positive, inclusive, and values-based workplace culture.
• Coordinate recognition programmes, incentives, celebrations, and wellness initiatives.
• Promote diversity, equity, and inclusion in line with the Employment Equity Act.
• Support employee wellbeing, morale, and resilience in a high-performance environment.

Offshore Awareness, News & Rapport Enablement

• Remain up to date with current events, news, weather conditions, public holidays, and cultural developments in offshore regions supported.
• Proactively communicate relevant offshore updates to agents through briefings, huddles, internal communications, or knowledge platforms.
• Ensure agents are equipped with contextual information to support authentic rapport-building with offshore customers.
• Identify and elevate high-impact offshore events (e.g., severe weather, strikes, national events) that may affect customer sentiment or call volumes.
• Collaborate with Operations, Quality, and Training teams to integrate offshore awareness into agent readiness and customer experience initiatives.

Offshore Client & Operational Alignment

• Align engagement and awareness initiatives with offshore client expectations and account requirements.Support offshore cultural alignment and client-specific engagement activities.
• Assist with offshore client visits, audits, and cultural immersion initiatives where required.

Communication & Employee Experience

• Act as a communication bridge between employees, management, HR, and operations.
• Support internal communication campaigns, town halls, skip-level meetings, baobabs and engagement forums.
• Enhance the employee experience from onboarding through to exit.
• Support onboarding engagement and offshore awareness for new hires.

Retention, Reporting & Insights

• Monitor engagement-related metrics including attrition, absenteeism, and survey results.
• Conduct engagement surveys, pulse checks, stay interviews, and exit feedback analysis.
• Identify trends impacting morale, performance, and customer experience and recommend interventions.
• Prepare and submit regular engagement and offshore awareness reports.

Compliance & Governance

• Ensure all engagement and communication initiatives comply with BCEA, LRA, EEA, and company policies.
• Promote fair labour practices and a respectful, professional workplace.
• Support HR and Employee Relations initiatives linked to culture and morale.

Education and Training

• Grade 12
• Preferably HR or Communication qualification

Skills and Experience

• Computer literate (Outlook / Excel / Words / PowerPoint)
• Works well under pressure
• Interpersonal skills
• Experience in managing conflict
• Good communication and interpersonal skills
• Discretion and confidentiality
• Team work
• Trustworthy
• Punctual and time management

Job Role Attributes

• Grade 12
• Computer literate
• 2 years' experience in employee engagement
• Experience in BPO Offshore campaigns
• Results driven and proactive
• Honed interpersonal skills
• Creative and proactive

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Telephone Call Centers