Role Purpose
To maintain a positive employee work environment by handling employee grievances, ensuring policy compliance, driving engagement initiatives, supporting disciplinary processes, and reducing attrition across the call center operations.
Key Responsibilities
Employee Relations
- Address employee grievances and resolve workplace issues within defined timelines.
- Conduct one-on-one counselling sessions with employees.
- Support managers in handling disciplinary matters and performance-related issues.
- Ensure fair and consistent implementation of company policies.
Employee Engagement
- Plan and execute employee engagement activities, recognition programs, and cultural events.
- Conduct employee satisfaction surveys and recommend improvement initiatives.
- Celebrate birthdays, festivals, rewards & recognition, and team-building activities.
Attrition & Retention
- Track daily and monthly attrition trends.
- Conduct stay interviews and identify retention opportunities.
- Coordinate exit interviews and prepare attrition analysis reports.
- Recommend action plans to improve employee retention.
Compliance & Policy Management
- Ensure adherence to HR policies, attendance, code of conduct, and workplace discipline.
- Assist in domestic inquiries and disciplinary actions when required.
- Maintain documentation related to warnings, counselling, and disciplinary records.
- Support statutory compliance related to labor laws.
HR Operations Support
- Coordinate employee confirmation, transfers, and internal movements.
- Ensure timely issuance of warning letters, appreciation letters, and other HR communications.
- Maintain employee records and confidential documentation.
MIS & Reporting
- Prepare daily, weekly, and monthly ER dashboards.
- Analyze absenteeism, grievances, disciplinary cases, and engagement metrics.
- Present actionable insights to HR leadership.
Key Skills
- Employee Relations
- Grievance Handling
- Conflict Resolution
- Employee Engagement
- Labor Law Basics
- HR Policies & Compliance
- Attrition Management
- Exit Interview Management
- MS Excel (VLOOKUP, Pivot Tables, Reports)
- HRMS
Key Competencies
- Strong communication and interpersonal skills
- Problem-solving and conflict management
- High emotional intelligence
- Stakeholder management
- Confidentiality and integrity
- Analytical mindset
- Ability to work in a fast-paced call center environment
Key Performance Indicators (KPIs)
- Grievance resolution within SLA
- Employee engagement participation rate
- Reduction in voluntary attrition
- Improvement in employee satisfaction scores
- Timely closure of disciplinary cases
- Compliance with HR policies and audit requirements
- Accurate and timely ER MIS reporting
