HR Operations Manager (Contact Centre)

Manage end-to-end recruitment for Contact Centre and support functions, including manpower planning, sourcing, screening, interview coordination, offer management, and onboarding. • Build and maintain talent pipelines for volume hiring and critical positions. • Independently manage the complete employee lifecycle including onboarding, induction, probation/confirmation, employee movements, promotions, transfers, performance cycle coordination, and offboarding. • Lead day-to-day HR operations for Contact Centre employees, ensuring timely resolution of employee queries and HR requests. • Handle employee grievances with fairness, confidentiality, and compliance with company policies. Role and Responsibilities • Recommend and implement process improvements to enhance HR service delivery and operational efficiency. • Partner with business leaders to identify attrition trends, conduct root cause analysis, and implement initiatives to improve employee retention. • Drive employee engagement initiatives aligned to the unique needs of Contact Centre employees. • Ensure compliance with HR policies, SOPs, audits, statutory requirements, and labour laws. • Collaborate with Payroll, Admin, Finance, IT, and Facilities teams to deliver a seamless employee experience. • Maintain accurate HR documentation, employee records, and HRMS data. • Support disciplinary processes and employee relations matters while promoting a positive workplace culture. • Prepare and present HR dashboards, MIS reports, hiring metrics, attrition analysis, and people analytics to le