Human Resource Manager - Call Canter/Contact Center

Company Brief:

BLS International Services Ltd., established in 2005, is a global leader in visa, passport, consular, and citizen services, recognized as one of the top 2 firms in its field with over 19 years of experience. It boasts collaborations with over 46 client governments and operates across 64 countries, maintaining over 50,000 centers, supported by 60,000 employees. The company is acclaimed for its data security and service quality, processing over 220 million applications to date. It has received numerous accolades from prestigious publications and holds several quality and security certifications. Uniquely, BLS International is the only publicly traded entity in its sector, listed on BSE, NSE, and MSE, underscoring its industry prominence and commitment to excellence.

For more information on BLS International's comprehensive services and global presence, please visit the official website at www.blsinternational.com.

Job Profile

The ideal candidate will support the full scope of Human Resources responsibilities and partner with the organization on strategic initiatives. They will maintain and enhance the organization's human resources by planning, implementing, and evaluating human resources policies, programs, and practices.

Key Responsibilities:

• Experience with high-volume recruitment.
• Oversee end-to-end recruitment process for call centre roles (agents, supervisors, team leads).
• Collaborate with operations managers to forecast staffing needs.
• Manage onboarding process
• Coordinate with training departments to schedule and evaluate training effectiveness.
• Serve as the primary point of contact for employee concerns and conflict resolution.
• Conduct investigations and disciplinary procedures in line with company policy.
• Support team leaders with coaching plans and PIP (Performance Improvement Plans) when necessary.
• Ensure HR policies are compliant with labour laws and industry standards.
• Develop and implement employee engagement strategies to reduce attrition.
• Maintain accurate HR metrics including attrition rates, absenteeism, and headcount reports.

Proficiency in HRIS systems and Microsoft Office Suite.