HR Manager

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