The HR Manager will oversee all human resources operations in a high-volume call center environment. This role is responsible for recruitment, employee relations, performance management, compliance, and fostering a positive workplace culture aligned with company goals. The ideal candidate has experience in managing HR processes in a fast-paced, people-driven setting, ensuring the business maintains an engaged, compliant, and high-performing workforce.

Key Responsibilities:

1. Recruitment & Onboarding

• Oversee full-cycle recruitment for call center agents, team leaders, and support staff.

• Collaborate with operations to forecast hiring needs and manage large-scale hiring campaigns.

• Develop sourcing strategies, manage job postings, and coordinate with recruitment vendors.

• Conduct orientation and onboarding programs to ensure smooth integration of new hires.

2. Employee Relations & Engagement

• Serve as a trusted advisor to employees and managers on HR-related matters.

• Manage conflict resolution, grievance handling, and disciplinary processes fairly and effectively.

• Design and execute employee engagement initiatives to boost morale, retention, and performance.

• Conduct exit interviews and analyze turnover trends to recommend corrective actions.

3. Performance Management

• Support managers in implementing KPIs and performance appraisal systems.

• Facilitate coaching, feedback, and development programs to improve employee performance.

• Identify training needs and collaborate with the L&D team to deliver targeted learning sessions.

4. HR Compliance & Policies

• Ensure compliance with local labor laws, company policies, and industry standards.

• Maintain accurate employee records and handle audits, documentation, and reporting.

• Update and implement HR policies and procedures to support organizational goals.

5. Compensation & Benefits Administration

• Coordinate payroll inputs, attendance tracking, and leave management.

• Manage employee benefits programs and respond to compensation-related queries.

• Recommend improvements to compensation and retention strategies.

6. HR Reporting & Analytics

• Prepare HR dashboards on attrition, attendance, and recruitment metrics.

• Use HR analytics to support workforce planning and business decisions.

Qualifications:

• Education: Bachelor’s or Master’s degree in Human Resources, Business Administration, or related field.

• Experience: 5+ years of HR experience, with at least 2–3 years in a managerial role within a call center/BPO environment.

• Skills:

  • Strong knowledge of labor laws and HR best practices.

  • Excellent interpersonal, communication, and conflict-resolution skills.

  • Data-driven decision-making and HR analytics proficiency.

  • Ability to thrive in a fast-paced, dynamic, and high-pressure environment.

  • Proficiency in HRIS tools and MS Office Suite.