Senior Manager HRBP - Contact Centre Customer Experience
Job Summary:
We are seeking a highly motivated and strategic-minded Senior HR Business Partner (HRBP) to join our team. The ideal candidate will have a strong background in HR, particularly within the contact center/ customer support teams and serviceability sectors will help. This role involves partnering with business leaders to develop and implement HR strategies that align with the company’s goals, ensuring a high-performing and engaged workforce. Also drive performance management, engagement, compliance of HR practices and guidelines for the respective teams.
Generalist:
- Serve as a strategic partner to the business leaders in the contact center and serviceability functions to drive HR policies & processes and to understand the business environment & priorities.
- Developing and implementing HR strategies that support the business goals and drive employee engagement and productivity.
- Work with business to address management requests for analysis on payroll cost, leaves, performance etc.
- Managing employee relations issues, including conflict resolution, disciplinary actions, and investigations - To ensure that the sensitive issues are handled effectively and are brought to a logical conclusion with constant communication to relevant stakeholders.
- Being data driven and comfortable with numbers
Performance Management:
- To drive the philosophy for PMS as defined in the process.
- Manage the execution of performance management e.g. annual and mid year promotions, feedbacks with adherence to timelines.
- Handling grievance on cases to cases basis and informing relevant stakeholders
- Provide guidance on organizational design and workforce planning.
Resource Management:
- Ensuring personnel information is maintained in all appropriate systems; monitor actual headcount, new hires, attrition, analyze trends etc.
- Partnering with Talent acquisition team to close on the open positions by taking HR face to face rounds.
- Partnering with the L & D team to draw success of initiatives planned for team/individuals with respect to skill gaps and development areas.
- Lead and support change management initiatives within the contact center and serviceability functions - Facilitate communication and change initiatives to ensure smooth transitions and adoption.
Qualifications:
- MBA from a reputed institute with 5+ years of relevant experience preferably in a contact center/ customer support and serviceability roles.
- Good communication skills and ability to manage cross-functional stakeholders
- Collaboration and influencing without authority
- Strong analytical mindset
- Comfort with working with large sets of data
- Should have keen eye for detail
- Ability to work in an agile and ambiguous environment
- Ability to take people related decisions independently
Regards,
Chaitra K N
[email protected]
