Tele-caller - People Operations

Function: People / HR Operations

Role: Telecaller

Employment Type: Full-time

Role Overview

We are looking for a proactive and empathetic Telecaller to support our frontline People operations across stores and warehouses. The role will involve connecting with current, exited and prospective employees to understand concerns, capture feedback and support timely resolution of people-related matters.

Key Responsibilities

• Grievance Calling: Connect with employees who have raised grievances, understand their concerns, capture relevant details and coordinate with the appropriate HR team for resolution and closure.
• Exit Calling: Speak with employees who have exited to understand their reasons for leaving, document feedback accurately and identify recurring attrition themes.
• Absenteeism & Long Leave Calling: Connect with employees with unplanned absences or extended leaves to understand their situation, expected return-to-work date and any support required.
• Candidate/On-Demand Lead Calling: Call prospective candidates/OD leads to understand their interest in joining as a Captain across stores and warehouses. Share basic role information and capture interested leads for further processing.

What Were Looking For

• Good verbal communication skills in Hindi; basic English preferred.
• Comfortable handling a high volume of outbound calls.
• Patient, empathetic and confident while speaking with frontline employees.
• Ability to handle sensitive conversations professionally and maintain confidentiality.
• Good listening and probing skills with accurate documentation of call outcomes.
• Basic knowledge of Excel/Google Sheets and ability to maintain trackers.
• Prior experience in telecalling, BPO, recruitment, employee support or customer service is preferred.
• Freshers with strong communication skills may also be considered.

Key Success Measures

• Call productivity and connect rate
• Quality and accuracy of information captured
• Grievance follow-up and closure
• Exit reason capture
• Absenteeism/long-leave follow-up
• Interested Captain leads generated and converted for further hiring