Manager - HR Operations - Contact Centre

Overview :

- We are seeking an experienced and proactive HR Operations Manager to independently manage the complete employee lifecycle for our Contact Centre/BPO operations. This is an end-to-end Individual Contributor (IC) role requiring ownership of Talent Acquisition, HR Operations, employee engagement, grievance management, performance cycle coordination, attrition management, compliance, and employee experience.

- The ideal candidate will have strong experience in high-volume Contact Centre/BPO environments and be capable of partnering with business leaders while driving HR excellence across all stages of the employee lifecycle.

- Manage end-to-end recruitment for Contact Centre and support functions, including manpower planning, sourcing, screening, interview coordination, offer management, and onboarding.

- Build and maintain talent pipelines for volume hiring and critical positions.

- Independently manage the complete employee lifecycle including onboarding, induction, probation/confirmation, employee movements, promotions, transfers, performance cycle coordination, and offboarding.

- Lead day-to-day HR operations for Contact Centre employees, ensuring timely resolution of employee queries and HR requests.

- Handle employee grievances with fairness, confidentiality, and compliance with company policies.

Role and Responsibilities :

- Recommend and implement process improvements to enhance HR service delivery and operational efficiency.

- Partner with business leaders to identify attrition trends, conduct root cause analysis, and implement initiatives to improve employee retention.

- Drive employee engagement initiatives aligned to the unique needs of Contact Centre employees.

- Ensure compliance with HR policies, SOPs, audits, statutory requirements, and labour laws.

- Collaborate with Payroll, Admin, Finance, IT, and Facilities teams to deliver a seamless employee experience.

- Maintain accurate HR documentation, employee records, and HRMS data.

- Support disciplinary processes and employee relations matters while promoting a positive workplace culture.

- Prepare and present HR dashboards, MIS reports, hiring metrics, attrition analysis, and people analytics to leadership.

- Minimum 10 years of experience in HR with end-to-end ownership of the employee lifecycle.

- Strong experience in Contact Centre/BPO HR Operations is mandatory.

- Proven hands-on experience in end-to-end Talent Acquisition for volume hiring.

- Expertise in grievance handling, employee relations, attrition management, and workforce support.

Mandatory Requirements :

- Strong understanding of HR Operations, recruitment processes, and employee lifecycle management.

- Excellent communication, stakeholder management, analytical, problem solving, and decision-making skills.

- Ability to work independently in a fast-paced, high-volume, people centric environment.

- MBA/Master's Degree in Human Resources or a related field.

- Experience working with HRMS, ATS, employee engagement platforms, and service ticketing systems.

Preferred Qualifications :

- Experience managing both Talent Acquisition and HR Operations in an Individual Contributor capacity.

- Exposure to HR analytics, recruitment dashboards, and workforce planning.