Role & responsibilities

Job Title: HR Manager BPO / Contact Center

Role Overview

The HR Manager is responsible for managing end-to-end HR operations with a strong focus on talent acquisition, employee relations, compliance, performance management, and workforce planning in a BPO environment. The role ensures alignment of HR strategies with business objectives while maintaining high employee engagement and retention.

Key Roles & Responsibilities

1. Talent Acquisition & Workforce Planning

Lead bulk and lateral hiring for BPO operations (voice - Inbound/Outbound).

Coordinate with Operations to understand manpower planning and forecast requirements.

Oversee sourcing strategies, vendor management, and recruitment team performance.

Ensure quality hiring as per defined eligibility, compliance, and client requirements.

Drive onboarding and ensure smooth joining experience for new hires.

2. HR Operations & Policy Implementation

Manage end-to-end HR operations including onboarding, attendance, leave, payroll coordination, and exits.

Ensure adherence to company HR policies, SOPs, and process guidelines.

Maintain accurate employee records in HRMS and statutory registers.

Handle probation confirmations, extensions, and employment closures.

3. Employee Relations & Engagement

Act as a point of contact for employee grievances and resolve issues effectively.

Maintain discipline and address misconduct cases in line with company policies.

Conduct employee engagement initiatives to improve morale and retention.

Manage attrition control initiatives and conduct exit interviews with actionable insights.

5. Statutory Compliance & Audits

Coordinate with vendors for PF, ESI, gratuity, and other statutory filings.

Support internal and external audits and ensure closure of audit observations.

6. Stakeholder & Client Coordination

Act as an HR SPOC for internal stakeholders and client HR requirements.

Share regular MIS reports on hiring, attrition, attendance, and HR metrics.Support client audits, reviews, and compliance-related documentation.

7. Team Management & Leadership

Lead and mentor HR executives and recruiters.

Set targets, monitor performance, and provide regular feedback to the HR team.

Drive continuous process improvement in HR functions.

Key Skills & Competencies

Strong understanding of BPO hiring and workforce dynamics

Excellent communication and stakeholder management skills

Knowledge of Indian labor laws and compliance

Data-driven approach with strong MIS and reporting skills

Ability to handle high-volume operations and pressure situations

Qualification & Experience

Any Degree/MBA / MSW / PGDM in HR or related field

6 to 12+ years of HR experience, preferably in BPO / ITES

Proven experience in managing large employee base and bulk hiring.

Contact : sathishkumar.r@imarque.com