Manager - HR Business Partner - BPO/Contact Center/Voice Process

Manager : HRBP - BPO/Contact Center-Voice Process

Designation :

Manager : HRBP - Contact Center

Experience : 5 to 12 Years

Location : Andheri - E, Mumbai/Gurgaon

Working Days : Monday to Friday (5 days from office).

Client Overview : Leader in the last - mile delivery logistics sector with Pan India presence.

Key Requirements :

Role & Responsibilities :

- Collaborate with leadership to provide and implement HR solutions.

- Address employee relations/conflict resolution issues.

- Enhance employee satisfaction and retention.

- Oversee the onboarding process.

- Implement performance management processes and support career development.

- Identify training needs and coordinate development programs.

- Foster a culture of continuous learning and skill development.

- Track HR metrics (Talent Acquisition, e-NPS, Retention, succession planning, etc.).

- Provide regular HR-related KPI reports to leadership.

- Analyze business metrics and recommend improvements.

Skills/Persona :

- Excellent verbal and written communication skills.

- Ability to collaborate with and influence cross-functional teams.

- Strong problem-solving and decision-making skills.

- Ability to address complex employee relations issues.

- Familiarity with HR needs in a Customer Support/ISO environment.

Ability to deal with ambiguity :

- Experience in a fast-paced environment with strong multi-tasking abilities.

- Industry experience in BPO handling a contact center (voice process).

- Expertise in data analytics and grievance redressal.

- Strong emphasis on team building, culture, and values adherence.