Employee Relations Executive

Role Purpose

To maintain a positive employee work environment by handling employee grievances, ensuring policy compliance, driving engagement initiatives, supporting disciplinary processes, and reducing attrition across the call center operations.

Key Responsibilities

Employee Relations

• Address employee grievances and resolve workplace issues within defined timelines.
• Conduct one-on-one counselling sessions with employees.
• Support managers in handling disciplinary matters and performance-related issues.
• Ensure fair and consistent implementation of company policies.
  
  

Employee Engagement

• Plan and execute employee engagement activities, recognition programs, and cultural events.
• Conduct employee satisfaction surveys and recommend improvement initiatives.
• Celebrate birthdays, festivals, rewards & recognition, and team-building activities.
  
  

Attrition & Retention

• Track daily and monthly attrition trends.
• Conduct stay interviews and identify retention opportunities.
• Coordinate exit interviews and prepare attrition analysis reports.
• Recommend action plans to improve employee retention.
  
  

Compliance & Policy Management

• Ensure adherence to HR policies, attendance, code of conduct, and workplace discipline.
• Assist in domestic inquiries and disciplinary actions when required.
• Maintain documentation related to warnings, counselling, and disciplinary records.
• Support statutory compliance related to labor laws.
  
  

HR Operations Support

• Coordinate employee confirmation, transfers, and internal movements.
• Ensure timely issuance of warning letters, appreciation letters, and other HR communications.
• Maintain employee records and confidential documentation.
  
  

MIS & Reporting

• Prepare daily, weekly, and monthly ER dashboards.
• Analyze absenteeism, grievances, disciplinary cases, and engagement metrics.
• Present actionable insights to HR leadership.
  
  

Key Skills

• Employee Relations
• Grievance Handling
• Conflict Resolution
• Employee Engagement
• Labor Law Basics
• HR Policies & Compliance
• Attrition Management
• Exit Interview Management
• MS Excel (VLOOKUP, Pivot Tables, Reports)
• HRMS
  
  

Key Competencies

• Strong communication and interpersonal skills
• Problem-solving and conflict management
• High emotional intelligence
• Stakeholder management
• Confidentiality and integrity
• Analytical mindset
• Ability to work in a fast-paced call center environment
  
  

Key Performance Indicators (KPIs)

• Grievance resolution within SLA
• Employee engagement participation rate
• Reduction in voluntary attrition
• Improvement in employee satisfaction scores
• Timely closure of disciplinary cases
• Compliance with HR policies and audit requirements
• Accurate and timely ER MIS reporting