Job Title:
Head of Human Resources (HR Head – BPO)Job Overview
We are looking for an experienced and strategic HR Head to oversee and lead the entire Human Resources function within a high-volume BPO environment. The role will be responsible for developing and implementing HR strategies across talent acquisition, employee engagement, retention, workforce planning, HR operations, and statutory compliance.
The ideal candidate should have extensive experience managing large-scale recruitment operations, reducing employee attrition, improving workforce productivity, and ensuring effective HR practices in a fast-paced, 24/7 operational environment.
Key Responsibilities
1. Talent Acquisition & Workforce Planning
- Develop and execute high-volume recruitment strategies for voice, non-voice, fresher, and experienced positions.
- Lead and manage internal recruitment teams, staffing vendors, and external recruitment consultants.
- Monitor and improve recruitment metrics, including time-to-hire, cost-per-hire, and offer-to-joining ratios.
- Plan and conduct campus recruitment drives, walk-in interviews, and bulk hiring campaigns.
- Ensure timely fulfilment of manpower requirements in line with business demands.
2. Employee Retention & Attrition Management
- Analyse employee attrition trends and implement effective retention strategies.
- Conduct exit interviews and stay interviews to identify employee concerns and improve retention.
- Develop initiatives to reduce early-stage attrition, particularly during the first 90 days of employment.
- Monitor employee satisfaction and implement measures to improve workforce stability.
3. Employee Engagement & Workplace Culture
- Plan and execute employee engagement activities, reward and recognition programs, and employee welfare initiatives.
- Address employee grievances and ensure timely resolution of workplace concerns.
- Foster a positive, inclusive, and performance-driven work environment.
4. Learning & Development
- Oversee employee onboarding, induction, training, and nesting programs in coordination with the operations and training teams.
- Develop leadership development programs for team leaders and managers.
- Implement career development frameworks and succession planning initiatives.
5. Compensation, Payroll & Benefits Administration
- Oversee compensation structures, salary benchmarking, and employee incentive programs.
- Ensure accurate and timely payroll processing.
- Establish and manage policies related to night-shift allowances, transportation, cab facilities, and employee benefits.
6. Statutory Compliance & HR Policy Management
- Ensure compliance with applicable labour laws and statutory regulations, including PF, ESI, POSH, Gratuity, Bonus Act, and relevant Shops & Establishments legislation.
- Develop, implement, and periodically review HR policies, standard operating procedures (SOPs), and employee guidelines.
- Ensure preparedness for internal, statutory, and client audits.
- Handle disciplinary proceedings, employee relations matters, and workplace investigations.
7. HR Operations & Analytics
- Oversee HR operations and ensure effective utilisation of HRMS platforms.
- Prepare and analyse MIS reports covering employee headcount, attrition, absenteeism, and workforce productivity.
- Manage manpower budgeting, forecasting, and resource allocation.
- Use HR analytics to identify trends and improve organisational efficiency.
8. Strategic HR Business Partnering
- Collaborate with Operations Heads and senior management to align HR strategies with business objectives.
- Support client-specific workforce planning and staffing requirements.
- Provide strategic HR guidance and recommendations to senior leadership.
- Drive HR initiatives that improve operational efficiency, employee productivity, and business performance.
Qualifications & Experience
- Education: MBA/PGDM in Human Resources or an equivalent qualification preferred.
- Experience: 10–15 years of overall HR experience, including at least 4–5 years in a senior HR leadership role.
- Industry Experience: Prior experience in the BPO, Call Centre, or ITES industry is essential.
- Experience managing large employee workforces and 24/7 shift-based operations.
Required Skills & Competencies
- Strong expertise in high-volume recruitment and talent acquisition.
- Proven experience in employee retention and attrition management.
- Sound knowledge of labour laws and statutory compliance.
- Excellent leadership, communication, negotiation, and stakeholder management skills.
- Strong analytical skills and proficiency in HR MIS and reporting.
- Excellent verbal and written communication skills in English and Hindi.
- Good understanding of Delhi-NCR talent markets and recruitment channels.
- Ability to manage multiple HR functions in a fast-paced, target-driven environment.
Key Performance Indicators (KPIs)
- Overall employee attrition and 90-day attrition rates.
- Time-to-fill and offer-to-joining ratio.
- Employee engagement score and eNPS.
- Cost-per-hire and recruitment efficiency.
- Statutory compliance and audit performance.
- Training completion and employee productivity.
- Workforce stability and manpower fulfilment.
Pay: ₹10,000.00 - ₹37,000.00 per month
Work Location: In person
