Designation: Manager : HRBP - Contact Center
Experience: 5 to 12 Years
Location: Andheri - E, Mumbai
Working days- Monday to Friday (All 5 days from Office)
Client Overview: A fast growing leader in the Last mile delivery logistics sector with Pan India presence.
Role & Responsibilities:
- Collaborate with leadership to understand employee needs and provide and implement HR solutions
- Work with managers and employees to address all types of employee relations/ conflict resolution issues, fairly representing all interests
- Implement strategies to enhance employee satisfaction and retention
- Ensure the onboarding process meets the needs of the function
- Implement performance management processes and provide coaching to support career development
- Identify training needs and coordinate relevant development programs.
- Foster a culture of continuous learning and skill development within the teams
- Track HR metrics to measure the effectiveness of HR programs (such as Talent Acquisition, e-NPS, Retention, succession planning, mapping of critical role & critical talent)
- Provide regular reports to leadership on HR-related KPIs.
- Review and analyze business metrics including data on retention and employee experience in order to recommend systemic improvements
Skills/Persona:
- Excellent verbal and written communication skills
- Proven ability to collaborate with and influence cross-functional teams and stakeholders
- Strong problem-solving and decision-making skills
- Ability to address complex employee relations issues
- Familiarity with the unique HR needs within a Customer Support/ISO environment
- Should have the ability to deal with ambiguity
- Experience working in a fast-paced environment, requiring strong multi-tasking abilities
- Industry experience - BPO handling a Contact center (Voice process) pool
- Proven expertise in data analytics and grievance redressal with strong emphasis on building a team adhering to the culture and values of the organization
