HR Manager (Contact Centre)

Job Position -HR Manager (Contact Centre)

Experience Required-8+ years

Shift timings - US shifts

Location-Hyderabad, India

Overview

We are seeking an experienced HR Operations Manager with a strong background in end-to-end employee lifecycle management within a Contact Centre / BPO environment. This role requires a proactive HR professional who can independently manage daily HR operations, drive people initiatives, resolve grievances, reduce attrition, and ensure a seamless employee experience across functions.

Role and Responsibilities

• Manage the entire employee lifecycle, including onboarding, confirmation process, employee movements, engagement, performance cycle coordination, and offboarding.
• Lead daily HR operations for the contact-centre team, ensuring timely support and resolution of employee queries.
• Handle grievance management with fairness, confidentiality, and compliance with HR policies.
• Partner with business leaders to identify attrition patterns, analyse trends, and implement corrective action plans to reduce employee turnover.
• Maintain adherence to HR processes, SOPs, audits, and compliance requirements.
• Collaborate with Payroll, Admin, and Facilities teams to ensure smooth employee services.
• Drive employee engagement initiatives tailored to the needs of contact-centre employees.
• Ensure accurate HR documentation, HRIS updates, and maintenance of employee records.
• Support disciplinary procedures and help foster a positive and productive work environment.
• Prepare and share HR dashboards, MIS, and people metrics with leadership on a regular basis.

Mandatory Requirements

• Minimum 8 years of experience in HR Operations with hands-on ownership of the full employee lifecycle.
• Strong experience in Contact Centre / BPO HR Operations is mandatory.
• Proven expertise in grievance handling, attrition management, and workforce support.
• Excellent communication, stakeholder management, problem-solving, and decision-making skills.
• Ability to work in a fast-paced, high-volume, people-centric environment.

Preferred Qualifications

• MBA or Master's degree in Human Resources or related field preferred.
• Experience with HRMS tools, employee engagement platforms, and service ticketing systems.
• Strong understanding of labour laws and statutory compliance.