We are hiring a dynamic and proactive HR Business Partner (HRBP) to support a high-volume, fast-paced contact center/BPO environment. This role will work closely with business leaders to drive employee engagement, performance management, workforce planning, and HR governance while ensuring smooth HR operations and compliance.
Note: Candidate should be open to working in US shift / night shift as per business requirements.
Key Responsibilities
1. Employee Relations & Escalation Handling
- Act as the first point of contact for employee concerns, grievances, and escalations
- Manage disciplinary actions, conflict resolution, and employee investigations
- Ensure consistent and fair implementation of HR policies and processes
2. Business Partnering
- Partner with operations leaders to align HR initiatives with business goals
- Support workforce planning, team structuring, and productivity improvements
- Provide insights on attrition, engagement, and performance trends
3. Performance Management
- Drive performance review cycles, goal setting, and KPI alignment
- Coach managers on performance improvement plans (PIPs) and corrective actions
- Support high-performance culture and accountability
4. HR Operations & Compliance
- Ensure adherence to labor laws, internal HR policies, and compliance standards
- Monitor attendance, leave, shift rosters, and workforce documentation
- Maintain HR records and support internal/external audits
5. Employee Engagement & Culture Building
- Execute employee engagement programs for shift-based workforce
- Conduct skip-level meetings, feedback sessions, and pulse checks
- Drive initiatives to improve retention, morale, and workplace culture
6. Talent Management Support
- Support hiring coordination and onboarding for contact center roles
- Identify training needs and collaborate with L&D teams
- Support career progression and succession planning initiatives
Key Metrics / KPIs
- Attrition rate (monthly/quarterly)
- Employee engagement scores
- SLA adherence for HR queries and escalations
- Grievance resolution turnaround time
- Attendance and absenteeism trends
- Performance improvement success rate
- Hiring turnaround time (in coordination with TA team)
Required Skills & Experience
- 5+ years of experience as an HRBP, preferably in Contact Center / BPO
- Strong expertise in employee relations, grievance handling, and escalations
- Excellent stakeholder management and communication skills
- Strong understanding of HR compliance and labor laws
- Data-driven mindset with ability to analyze HR metrics and trends
- Hands-on, proactive, and adaptable to a shift-based environment
Preferred Candidate Profile
- Experience handling high employee strength (300+ headcount)
- Strong exposure to workforce planning and performance management in BPO setup
- Ability to manage multiple stakeholders in a high-pressure environment
