Senior Manager HR (Contact Center)

Mondee; Hyderabad; Sur place; INR 1 400 000 - 2 100 000; Plein temps

Résumé du poste

Mondee Hyderabad seeks an experienced Senior HR Operations Manager to lead end-to-end employee lifecycle processes in a fast-paced contact centre environment.

You will drive people initiatives, resolve grievances, analyze attrition patterns, and partner with leadership to maintain compliant, high-quality HR services for the business.

Qualifications

• Experience in end-to-end HR operations within Contact Centre/BPO.
• Strong grievance handling, attrition analysis and corrective actions.
• Excellent communication and stakeholder management abilities.

Responsabilités

• Manage end-to-end employee lifecycle: recruitment, onboarding, promotions, moves and offboarding.
• Lead daily HR operations for the contact-centre team with timely support.
• Handle grievances fairly and confidentially per HR policies.
• Analyze attrition trends and implement actions to reduce turnover.
• Ensure compliance with HR processes, SOPs, audits, and statutory requirements.
• Collaborate with Payroll, Admin and Facilities to ensure smooth services.

Connaissances

End-to-end lifecycle management

HR Operations

Attrition management

Grievance handling

Stakeholder management

Communication skills

Formation

MBA in Human Resources

Outils

HRMS tools

Service ticketing systems

Description du poste

Job Position (Title): Senior Manager HR (Contact Centre)

Experience Required: 8-10 years

Job Type: Full-time

Location: Hyderabad, India

Overview:

We are seeking an experienced Senior HR Operations Manager with a strong background in end-to-end employee lifecycle management in a Contact Centre/BPO environment.

This role requires a proactive HR professional who can independently manage daily HR operations, drive people initiatives, resolve grievances, reduce attrition, and ensure a seamless employee experience across functions.

Role and Responsibilities:

• Manage the end-to-end employee lifecycle, including recruitment, onboarding, confirmation process, employee movements, engagement, performance cycle coordination, and offboarding.


• Lead daily HR operations for the contact-centre team, ensuring timely support and resolution of employee queries.


• Manage grievances fairly, confidentially, and in compliance with HR policies.


• Partner with business leaders to identify attrition patterns, analyze trends, and implement corrective action plans to reduce employee turnover.


• Maintain adherence to HR processes, SOPs, audits, and compliance requirements.


• Collaborate with Payroll, Admin, and Facilities teams to ensure smooth employee services.


• Drive employee engagement initiatives tailored to the needs of contact center employees.


• Support disciplinary procedures and help foster a positive and productive work environment.


• Prepare and share HR dashboards, MIS, and people metrics with leadership on a regular basis.

Mandatory Requirements:

• Minimum 8 years of experience in HR Operations with hands-on ownership of the full employee lifecycle in Contact Centre / BPO.


• Proven expertise in critical grievance handling, employee concerns, attrition management, statutory compliance and workforce support.


• Excellent communication, stakeholder management, problem-solving, and decision-making skills.


• Ability to work in a fast-paced, high-volume, people-centric environment.

Preferred Qualifications:

• MBA or Master's degree in Human Resources or a related field preferred.


• Experience with HRMS tools, employee engagement platforms, and service ticketing systems.


• Strong understanding of labour laws and statutory compliance.