Job Description

1.

Talent Acquisition & Recruitment

Develop and execute recruitment strategies for BPO positions (e.g., agents, team leads, trainers). Conduct screening, interviews, reference checks, and onboarding. Build a strong talent pipeline for future hiring needs.
2.

Onboarding & Orientation

Create structured onboarding programs tailored to BPO requirements. Facilitate induction sessions and ensure new hires understand the company culture, code of conduct, and processes.
3.

HR Policy Development & Compliance

Develop, update, and enforce HR policies, employee handbooks, and SOPs. Ensure compliance with labor laws, workplace regulations, and internal policies.
4.

Performance Management

Set up and manage performance evaluation systems. Monitor productivity, attendance, and KPIs of employees (especially call center metrics like AHT, FCR, etc.). Address underperformance and implement performance improvement plans (PIPs).
5.

Training & Development

Identify skill gaps and coordinate soft skills, communication, and process training for BPO staff. Support continuous learning initiatives and upskilling programs.
6.

Employee Engagement & Retention

Plan and execute engagement activities to maintain morale and reduce attrition. Conduct regular one-on-ones, stay interviews, and exit interviews. Build a positive work culture, especially in a high-stress BPO environment.
7.

Payroll & Benefits Administration

Oversee attendance tracking, leave management, and salary processing. Manage employee benefits such as ESI, PF, insurance, etc., as per statutory requirements.
8.

Disciplinary Action & Grievance Handling

Handle conflicts, misconduct, and grievances with a balanced and compliant approach. Implement disciplinary procedures fairly and in a timely manner.
9.

HR Reporting & Documentation

Maintain accurate records of employee data, hiring, terminations, and HR metrics. Prepare HR reports for management and stakeholders.
10.

Support to Senior Management

Advise the leadership team on HR best practices, staffing challenges, and people strategies. Play a strategic role in scaling HR operations as the BPO grows.
Job Type: Full-time

Pay: ₹15,615.03 - ₹30,000.00 per month

Schedule:

Day shift
Supplemental Pay:

Yearly bonus
Work Location: In person