HR Manager

HR Manager (BPO) – Job Description

Job Title

HR Manager – BPO

Job Summary

The HR Manager is responsible for overseeing all human resource functions within the BPO organization, including recruitment, employee relations, performance management, compensation and benefits, compliance, training coordination, and employee engagement. The role partners with operations leaders to ensure workforce effectiveness, employee retention, and organizational growth.

Key Responsibilities

Talent Acquisition & Staffing

• Manage end-to-end recruitment for voice and support functions.
• Develop hiring strategies to meet volume and ramp-up requirements.
• Coordinate with recruitment teams, operations managers, and external vendors.
• Monitor hiring metrics such as time-to-fill, cost-per-hire, and offer-to-joining ratios.

Employee Relations

• Handle employee grievances, disciplinary actions, and conflict resolution.
• Foster a positive work environment and maintain employee satisfaction.
• Conduct exit interviews and analyze attrition trends.
• Ensure adherence to company policies and workplace ethics.

Performance Management

• Drive performance appraisal processes and goal-setting initiatives.
• Support managers in performance improvement plans (PIPs).
• Monitor workforce productivity and employee development programs.

HR Operations & Compliance

• Ensure compliance with labor laws, statutory regulations, and company policies.
• Manage employee records, documentation, and HR audits.
• Oversee attendance, leave management, and HRMS administration.
• Coordinate payroll inputs and benefits administration.

Employee Engagement & Retention

• Design and implement engagement activities and recognition programs.
• Develop retention strategies to reduce attrition.
• Conduct employee surveys and action planning exercises.

HR Analytics & Reporting

• Prepare MIS reports on hiring, attrition, attendance, and workforce trends.
• Analyze HR metrics and provide recommendations to management.
• Support workforce planning and organizational development initiatives.

Required Skills

• Strong knowledge of HR policies, labor laws, and compliance requirements.
• Good communication, interpersonal, and conflict-resolution skills.
• Experience in high-volume hiring and employee engagement.
• Strong analytical and reporting skills.
• Proficiency in HRMS, MS Excel, and HR analytics tools.
• Leadership, stakeholder management, and problem-solving abilities.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or related field.
• MBA/PGDM in HR preferred.
• Typically 5–10+ years of HR experience, preferably in BPO, contact center, or shared services environments.

Key Performance Indicators (KPIs)

• Attrition and retention rates
• Time-to-hire and recruitment fulfillment
• Employee engagement scores
• Compliance and audit adherence
• Training completion rates
• Employee grievance resolution timelines
• Workforce productivity and absenteeism metrics