HR Manager

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Job Summary

The HR Manager in a BPO setting is responsible for managing end-to-end human resource functions, including recruitment, employee relations, performance management, compliance, and HR operations. This role focuses on supporting high-volume hiring needs, ensuring workforce stability, and driving employee engagement in a fast-paced, target-driven environment.

Key Responsibilities

1. Talent Acquisition & Workforce Planning

Oversee bulk hiring and ramp-up recruitment strategies to meet business demands.
Collaborate with operations teams to forecast manpower requirements.
Ensure quick turnaround time for hiring while maintaining quality standards.
Manage recruitment channels (job portals, referrals, campus hiring, etc.).

2. Employee Relations & Engagement

Address employee grievances and provide timely resolution.
Promote a positive work culture aligned with company values.
Design and implement employee engagement initiatives (events, recognition programs).
Conduct stay interviews and exit interviews to improve retention.

3. Performance Management

Drive performance appraisal processes and ensure timely completion.
Support managers in setting KPIs and managing underperformance.
Implement performance improvement plans (PIPs) when required.
Align performance management with business objectives.

4. HR Operations & Compliance

Ensure adherence to labor laws and company policies.
Manage employee records, documentation, and HRIS systems.
Oversee payroll inputs, attendance, and leave management.
Ensure audit readiness and maintain compliance documentation.

5. Learning & Development

Identify training needs for agents, team leaders, and managers.
Coordinate onboarding and induction programs.
Support leadership development initiatives within operations.

6. Retention & Attrition Management

Analyze attrition trends and develop action plans.
Drive initiatives to improve employee satisfaction and retention.
Benchmark compensation and benefits with industry standards.

7. Stakeholder Management

Partner with operations, quality, and training teams.
Act as an HR business partner to support organizational goals.
Provide HR insights and reports to leadership.

Qualifications & Requirements

Bachelor’s degree in HR, Business Administration, or related field (MBA/PGDM in HR preferred).
6–10 years of HR experience, preferably in BPO/ITES industry.
Strong understanding of high-volume hiring and attrition management.
Knowledge of labor laws and HR best practices.
Experience with HRIS and recruitment tools.

Key Skills & Competencies

Strong interpersonal and communication skills
Conflict resolution and problem-solving ability
Ability to work in a fast-paced, target-driven environment
Data-driven decision-making
Leadership and team management

Key Performance Indicators (KPIs)

Employee attrition rate
Employee engagement scores
Compliance adherence
Performance management effectiveness

Work Environment

Fast-paced and high-pressure environment typical of BPO operations
May require working in shifts depending on business needs

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