HR Manager

Job Summary

The HR Manager in a BPO setting is responsible for managing end-to-end human resource functions, including recruitment, employee relations, performance management, compliance, and HR operations. This role focuses on supporting high-volume hiring needs, ensuring workforce stability, and driving employee engagement in a fast-paced, target-driven environment.

Key Responsibilities

• Talent Acquisition & Workforce Planning
• Oversee bulk hiring and ramp-up recruitment strategies to meet business demands
• Collaborate with operations teams to forecast manpower requirements
• Ensure quick turnaround time for hiring while maintaining quality standards
• Manage recruitment channels (job portals, referrals, campus hiring, etc.)
• Employee Relations & Engagement
• Address employee grievances and provide timely resolution
• Promote a positive work culture aligned with company values
• Design and implement employee engagement initiatives (events, recognition programs)
• Conduct stay interviews and exit interviews to improve retention
• Performance Management
• Drive performance appraisal processes and ensure timely completion
• Support managers in setting KPIs and managing underperformance
• Implement performance improvement plans (PIPs) when required
• Align performance management with business objectives
• HR Operations & Compliance
• Ensure adherence to labor laws and company policies
• Manage employee records, documentation, and HRIS systems
• Oversee payroll inputs, attendance, and leave management
• Ensure audit readiness and maintain compliance documentation
• Learning & Development
• Identify training needs for agents, team leaders, and managers
• Coordinate onboarding and induction programs
• Support leadership development initiatives within operations
• Retention & Attrition Management
• Analyze attrition trends and develop action plans
• Drive initiatives to improve employee satisfaction and retention
• Benchmark compensation and benefits with industry standards
• Stakeholder Management
• Partner with operations, quality, and training teams
• Act as an HR business partner to support organizational goals
• Provide HR insights and reports to leadership
  
  

• Bachelor’s degree in HR, Business Administration, or related field (MBA/PGDM in HR preferred)
• 6–10 years of HR experience, preferably in BPO/ITES industry
• Strong understanding of high-volume hiring and attrition management
• Knowledge of labor laws and HR best practices
• Experience with HRIS and recruitment tools
  
  

• Strong interpersonal and communication skills
• Conflict resolution and problem-solving ability
• Ability to work in a fast-paced, target-driven environment
• Data-driven decision-making
• Leadership and team management
  
  

• Employee attrition rate
• Employee engagement scores
• Compliance adherence
• Performance management effectiveness
  
  

• Fast-paced and high-pressure environment typical of BPO operations
• May require working in shifts depending on business needs