HR Operations

Job Position (Title): HR Operations Manager/Senior Manager

(Contact Centre)

Experience Required: 10+ years

Job Type: Full-time

Location: Hyderabad, India

Overview:

We are seeking an experienced HR Operations Manager/Sr. Manager with a strong background in end-to-end employee lifecycle management in a Contact Centre/BPO environment.

This role requires a proactive HR professional who can independently manage daily HR operations, drive people initiatives, resolve grievances, reduce attrition, and ensure a seamless employee experience across functions.

Role and Responsibilities

• Manage the end-to-end employee lifecycle, including recruitment, onboarding, confirmation process, employee movements, engagement, performance cycle coordination, and offboarding.
• Lead daily HR operations for the contact-centre team, ensuring timely support and resolution of employee queries.
• Manage grievances fairly, confidentially, and in compliance with HR policies.
• Partner with business leaders to identify attrition patterns, analyze trends, and implement corrective action plans to reduce employee turnover.
• Maintain adherence to HR processes, SOPs, audits, and compliance requirements.
• Collaborate with Payroll, Admin, and Facilities teams to ensure smooth employee services.
• Drive employee engagement initiatives tailored to the needs of contact center employees.
• Support disciplinary procedures and help foster a positive and productive work environment.
• Prepare and share HR dashboards, MIS, and people metrics with leadership on a regular basis.

Mandatory Requirements

• Minimum 10 years of experience in HR Operations with hands-on ownership of the full employee lifecycle.
• Strong experience in Contact Centre / BPO HR Operations is mandatory.
• Proven expertise in grievance handling, attrition management, and workforce support.
• Excellent communication, stakeholder management, problem-solving, and decision-making skills.
• Ability to work in a fast-paced, high-volume, people-centric environment.

Preferred Qualifications

• MBA or Master's degree in Human Resources or related field preferred.
• Experience with HRMS tools, employee engagement platforms, and service ticketing systems.
• Strong understanding of labour laws and statutory compliance.