The HR Manager in a BPO setting is responsible for managing end-to-end human resource functions, including recruitment, employee relations, performance management, compliance, and HR operations. This role focuses on supporting high-volume hiring needs, ensuring workforce stability, and driving employee engagement in a fast-paced, target-driven environment.
Key Responsibilities1. Talent Acquisition & Workforce Planning- Oversee bulk hiring and ramp-up recruitment strategies to meet business demands.
- Collaborate with operations teams to forecast manpower requirements.
- Ensure quick turnaround time for hiring while maintaining quality standards.
- Manage recruitment channels (job portals, referrals, campus hiring, etc.).
- Address employee grievances and provide timely resolution.
- Promote a positive work culture aligned with company values.
- Design and implement employee engagement initiatives (events, recognition programs).
- Conduct stay interviews and exit interviews to improve retention.
- Drive performance appraisal processes and ensure timely completion.
- Support managers in setting KPIs and managing underperformance.
- Implement performance improvement plans (PIPs) when required.
- Align performance management with business objectives.
- Ensure adherence to labor laws and company policies.
- Manage employee records, documentation, and HRIS systems.
- Oversee payroll inputs, attendance, and leave management.
- Ensure audit readiness and maintain compliance documentation.
- Identify training needs for agents, team leaders, and managers.
- Coordinate onboarding and induction programs.
- Support leadership development initiatives within operations.
- Analyze attrition trends and develop action plans.
- Drive initiatives to improve employee satisfaction and retention.
- Benchmark compensation and benefits with industry standards.
- Partner with operations, quality, and training teams.
- Act as an HR business partner to support organizational goals.
- Provide HR insights and reports to leadership.
- Bachelor’s degree in HR, Business Administration, or related field (MBA/PGDM in HR preferred).
- 6–10 years of HR experience, preferably in BPO/ITES industry.
- Strong understanding of high-volume hiring and attrition management.
- Knowledge of labor laws and HR best practices.
- Experience with HRIS and recruitment tools.
- Strong interpersonal and communication skills
- Conflict resolution and problem-solving ability
- Ability to work in a fast-paced, target-driven environment
- Data-driven decision-making
- Leadership and team management
- Employee attrition rate
- Employee engagement scores
- Compliance adherence
- Performance management effectiveness
- Fast-paced and high-pressure environment typical of BPO operations
- May require working in shifts depending on business needs
Skills Required
- Bachelor's degree in HR, Business Administration, or related field
- MBA/PGDM in HR
- 6-10 years of HR experience
- Experience in BPO/ITES industry
- Strong understanding of high-volume hiring and attrition management
- Knowledge of labor laws and HR best practices
- Experience with HRIS and recruitment tools
- Experience managing recruitment channels (job portals, referrals, campus hiring)
- Experience driving performance management, KPIs, and implementing PIPs
- Experience overseeing payroll inputs, attendance, and leave management
- Experience coordinating onboarding, induction, and training programs
- Ability to analyze attrition trends and develop retention action plans
- Strong interpersonal and communication skills
- Conflict resolution and problem-solving ability
- Ability to work in a fast-paced, target-driven environment; may require shift work
- Data-driven decision-making skills
- Leadership and team management experience
What We Do
We are a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore and offshore support without compromising quality. As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time. What sets us apart: ✓ Industry-specialized CX services ✓ Bilingual, culturally aligned agents ✓ Commitment to performance and consistency ✓ Rapid scalability and flexible support models Let cxperts be your edge in today’s experience-driven market. Learn more at www.cxperts.us
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