ob Description – HR Operations
Position: HR Operations Executive / HR Operations Manager
Department: Human Resources
Industry: BPO / Customer Service / Call Center
Location: HSR
Reports To: HR Manager / Head – HR
Experience: 2–5 Years in HR Operations, preferably in BPO/Call Center
Job Summary
We are looking for an experienced HR Operations professional to manage day-to-day HR activities for a BPO/Call Center workforce. The role will be responsible for ensuring smooth employee lifecycle management, attendance and shift administration, payroll coordination, employee engagement, HR documentation, compliance, and employee support.
The ideal candidate should have strong knowledge of BPO HR processes, including managing shift-based employees, high-volume recruitment coordination, attrition management, attendance, leave, employee grievances, and HR MIS.
Key Responsibilities1. Employee Lifecycle Management

- Manage HR operations from employee joining to exit.
- Coordinate onboarding, documentation, induction, and employee orientation.
- Ensure employee records and HRIS data are accurate and updated.
- Manage confirmation, transfers, promotions, internal movements, and other employee changes.
- Coordinate exit formalities, resignation acceptance, exit interviews, and Full & Final settlement inputs.

2. Attendance & Shift Management

- Monitor daily attendance, absenteeism, late coming, and shift adherence.
- Coordinate with Operations Managers/Team Leaders on attendance-related issues.
- Manage leave, Work From Home, On Duty, regularization, and other attendance requests.
- Track shift schedules, weekly offs, roster changes, and attendance exceptions.
- Prepare attendance reports and share inputs with payroll.

3. Payroll & HR MIS

- Coordinate monthly payroll inputs with the Payroll/Finance team.
- Validate attendance, leave, incentives, overtime, deductions, new joiners, exits, and other payroll inputs.
- Maintain accurate employee databases and HR records.
- Prepare and maintain HR MIS reports such as:
- Headcount
- Attrition
- Absenteeism
- New Joiners
- Exits
- Leave
- Overtime
- Employee movement
- Recruitment status
- Ensure timely submission of monthly HR reports.

4. BPO Workforce & Attrition Management

- Monitor employee attrition and identify trends.
- Conduct exit interviews and document key reasons for attrition.
- Work with Operations to identify employee retention concerns.
- Support initiatives to improve employee engagement and retention.
- Track absenteeism and early attrition among new joiners.




- Support employee engagement activities specifically designed for shift-based teams.

5. Employee Relations & Grievance Handling

- Act as the first point of contact for employee HR-related queries.
- Address employee concerns regarding attendance, leave, salary, policies, benefits, and workplace issues.
- Coordinate with Operations Managers and Team Leaders for grievance resolution.
- Maintain proper documentation of employee concerns and resolutions.
- Promote a positive and professional workplace environment.

6. Recruitment & Joining Coordination

- Coordinate with the Talent Acquisition team for manpower requirements.
- Support bulk hiring and onboarding activities as required in the BPO setting.
- Coordinate joining formalities and documentation.
- Track offer-to-join and joining status.
- Monitor early attrition and current-joiner performance in coordination with Operations and Training teams.

7. Performance Management

- Coordinate performance management activities for employees.
- Support confirmation and appraisal processes.
- Track performance improvement plans (PIPs), attendance issues, behavioral concerns, and disciplinary matters.
- Coordinate with Operations Managers on employee performance-related actions.
- Maintain proper documentation of performance-related discussions.

8. Training & Development

- Coordinate employee induction and HR orientation programs.
- Work with the Training/L&D; team to track mandatory training.
- Maintain training attendance and completion records.
- Support refresher training, behavioral training, compliance training, and employee development initiatives.

9. Employee Engagement

- Plan and coordinate employee engagement activities for BPO teams.
- Organize employee recognition programs, celebrations, team activities, and engagement initiatives.
- Conduct employee feedback/satisfaction surveys.
- Identify engagement concerns and recommend improvement initiatives.

10. HR Policies & Compliance

- Ensure employees are aware of and follow company HR policies.
- Support implementation of HR policies and processes.
- Maintain statutory and employee-related documentation.




- Coordinate with relevant teams for labour law and statutory compliance requirements.
- Ensure proper documentation for disciplinary actions, warnings, and employee separation.

11. Exit & Full & Final Process

- Manage employee resignation and exit processes.
- Conduct exit interviews and maintain exit records.
- Coordinate clearance from relevant departments.
- Share accurate inputs for Full & Final settlement.
- Ensure company assets, access cards, and other assets are returned.
- Maintain exit and attrition reports.

12. HR Coordination with Operations

- Work closely with Operations Managers, Team Leaders, Workforce Management, Training, Payroll, and Finance teams.
- Participate in regular HR–Operations review meetings.
- Share HR metrics and employee-related concerns with business leaders.
- Support Operations in resolving people-related challenges.
- Ensure HR processes are aligned with business and manpower requirements.

Key Skills & Competencies

- Strong knowledge of HR Operations in a BPO/Call Center environment.
- Understanding of shift-based workforce management.
- Knowledge of attendance, leave, payroll coordination, and HRIS.
- Strong employee relations and grievance-handling skills.
- Good understanding of recruitment and onboarding processes.
- Knowledge of attrition and absenteeism management.
- Good communication and interpersonal skills.
- Strong coordination and stakeholder-management skills.
- Good analytical and HR MIS/reporting skills.
- Proficiency in MS Excel/Google Sheets and HRMS.
- Ability to handle confidential employee information.
- Strong problem-solving and decision-making skills.
- Ability to work in a fast-paced, high-volume environment.

Key Performance Indicators (KPIs)

- Employee attrition and early attrition
- Absenteeism and attendance accuracy
- Payroll input accuracy and timeliness
- Employee grievance resolution TAT
- Joining and onboarding completion
- Employee database accuracy
- Exit process and F&F; coordination
- Employee engagement participation
- HR policy/process compliance
- Timely submission of HR MIS
- Employee satisfaction and retention

Preferred Experience

- 2–5 years of experience in HR Operations.
- Prior experience in BPO, Call Center, Customer Support, Voice/Non-Voice, or Shared Services environment preferred.
- Experience handling large employee populations and shift-based workforce will be an advantage.
- Experience working closely with Operations and Workforce Management teams is preferred.

Work Location: In person

📌 HR Executive (India)
🏢 Ubona Technologies
📍 India