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SUDARSHANA · Candidate #1970

HR Officer
HR Officer · Customer Service & Call Centre · Athurugiriya, Colombo
1 CV available
✓ Approved Candidate

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01

Applicant Summary

Human Resource Management professional with over 1 year of dedicated HR experience and more than 6 years overall in telecommunications operations and service assurance. Currently working as HR Officer at Sri Lanka Telecom Services (since 04/2025) with responsibilities in HR administration, attendance and leave management, payroll inputs, onboarding, grievance and disciplinary support, staff scheduling and HR reporting. Also experienced as Service Assurance Supervisor (since 2019) focusing on service performance, SLA monitoring, cross-functional coordination and continuous improvement.
02

Professional Details

Job TitleHR Officer
IndustryCustomer Service & Call Centre
LocationAthurugiriya, Colombo
CountrySri Lanka
03

Skills & Expertise

Workforce Management and People PlanningHR Administration and Employee Records ManagementEmployee Relations and Grievance HandlingConflict ResolutionTraining and Development CoordinationTeam CollaborationHR Policy Implementation and ComplianceAttendance, Leave and Payroll Input ManagementEmployee Onboarding and Induction CoordinationPerformance Monitoring and KPI ReportingService Quality and SLA MonitoringCross-Functional Team CoordinationStaff Scheduling and Resource AllocationData Analysis and HR Report PreparationEmployee Engagement and Workplace CultureOperational Workforce PlanningStakeholder CommunicationDisciplinary Procedure SupportTime Management and CoordinationEffective CommunicationProblem-SolvingLeadership and CoordinationAdaptability and Continuous Learning
04

Professional Experience

HR OfficerManage daily HR administrative activities for assigned operational teams; maintain accurate employee attendance records and monitor attendance-related concerns; coordinate leave management processes (applications, approvals, balances, documentation); prepare and submit payroll-related inputs and coordinate with relevant departments; support employee grievance handling (receiving concerns, documenting issues, coordinating follow-up); assist with disciplinary procedures and maintain confidential records; coordinate onboarding and induction activities for new employees; support staff scheduling and workforce allocation; prepare HR reports, workforce updates, attendance summaries and employee-related reports for management review.
Service Assurance SupervisorOrganize employee engagement initiatives to support workplace culture and retention; monitor service operations and ensure service-related issues are addressed within defined SLAs; lead cross-functional teams to identify, escalate and resolve service disruptions; coordinate with engineering, customer relations, HR and operational teams to resolve service concerns; monitor service performance indicators and support implementation of performance monitoring frameworks; prepare KPI and service quality reports for senior management; analyze operational data to identify recurring issues and improvement opportunities; drive continuous improvement initiatives to reduce downtime and improve customer satisfaction.
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Education & Qualifications

B.A. (Hons) in Human Resource Management - First Class Honours
Higher National Diploma in Human Resource Management
Advanced National Diploma in Human Resource Management
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