Role purpose To own frontline hiring at scale across all ICCS delivery centres. The role is accountable for delivering 500–1,000 frontline joiners per month at a controlled cost per hire and a predictable offer-to-join conversion, so that operations never lose revenue to seat vacancy.
Key responsibilities
- Own the pan-India frontline hiring plan against the operations ramp and replacement forecast.
- Lead a team of 15–25 recruiters across multiple delivery centres.
- Build and manage the source mix — walk-ins, employee referrals, job portals, hiring vendors, training and upskilling partners, and campus.
- Drive walk-in volume at every site through local market activation, field sourcing and referral campaigns.
- Own the hiring funnel metrics: source-wise yield, cost per hire, selection ratio, offer-to-join, joining-to-certification conversion and hiring TAT.
- Manage hiring vendor panels including commercials, quality and payout discipline.
- Support new site launches and large client ramps with surge hiring capability.
- Partner with training to reduce early-stage drop-out between offer,
joining and go-live.
Must have
- Has personally owned frontline hiring of at least 400–500 joiners per month in a domestic BPO or contact centre workplace.
- Managed a distributed recruiter team of 15 or more across multiple cities.
- Can articulate source-wise hiring economics — cost per hire and yield by channel — from their own numbers.
- Direct experience generating walk-in footfall at scale, not only portal and vendor-led hiring.
- Experience across multiple delivery locations, including tier-2 markets.
Preferred
- Experience launching hiring for a greenfield delivery centre.
- Familiarity with applicant tracking systems and hiring analytics.
Do not Apply
- IT or ITES lateral and niche-skill recruiters with no bulk frontline hiring background — a fundamentally different discipline.
- Candidates whose volume numbers are team aggregates they did not own.
- Single-site experience only.