Digitide (Quess GTS) is an AI-first, digital-native solutions provider, we are focused on enabling enterprise success through comprehensive digital transformation. Our expertise encompasses Digital IT Services, Platforms, Business Processes and Cloud Infrastructure, offering cutting-edge and scalable technologies that drive business efficiency, enhance customer experience and grow customer revenue. Digitide (Quess GTS) specializes in delivering end-to-end IT and business process services tailored to meet the complex needs of industries like insurance, finance and healthcare.

Job Title: Sr. Director / AVP – TAG

Department: Human Resources

Location: Mumbai, Airoli

Role Overview

We are looking for an accomplished Sr. Director / AVP – TAG for BPO & Frontline Hiring to lead large-scale talent acquisition and workforce delivery for high-volume frontline operations.

The role will be responsible for building and executing a scalable hiring strategy across multiple locations, with a strong focus on volume hiring, frontline recruitment, staffing productivity, recruitment operations, cost optimization, and joining/retention outcomes. The ideal candidate should have extensive experience in BPO/BPM, contact center, customer service, sales, collections, back-office or other high-volume environments, and should be comfortable managing large recruitment teams and aggressive hiring targets.

Key Responsibilities

1. Talent Acquisition Strategy

- Own the overall frontline and bulk hiring strategy aligned with business growth and workforce requirements.
- Translate manpower plans into monthly/quarterly hiring targets and recruitment capacity requirements.
- Build scalable recruitment models to support rapid ramp-ups, new processes and large client transitions.
- Drive innovative sourcing strategies across digital, referral, walk-in, campus, local hiring and community channels.

2. Bulk & Frontline Hiring

- Lead high-volume hiring for customer service, voice/non-voice, sales, collections, back-office and other frontline roles.
- Manage hiring targets ranging from hundreds to several thousand positions depending on business requirements.




- Build strong talent pipelines across Mumbai, Navi Mumbai, Thane and other key hiring markets.
- Improve offer-to-join, selection-to-join and joining-to-retention ratios.

3. Recruitment Operations

- Lead large recruitment teams, including TA managers, recruiters, sourcing teams, interview teams and recruitment coordinators.
- Establish recruitment productivity benchmarks and daily/weekly operating rhythms.
- Build dashboards covering funnel metrics, recruiter productivity, source effectiveness, TAT and hiring costs.
- Standardize recruitment processes, SOPs and governance mechanisms across locations.

4. Stakeholder Management

- Partner closely with Business Heads, Operations, Workforce Management, Finance and HR to ensure hiring plans are delivered on time.
- Act as the senior HR/TA partner for large-scale workforce ramp-ups.
- Provide regular MIS, hiring forecasts, risk assessment and corrective-action plans to the leadership team.

5. Recruitment Cost & Vendor Management

- Optimize cost-per-hire through effective channel mix and sourcing strategy.
- Manage recruitment partners, manpower consultants, job portals, sourcing agencies and local hiring partners.
- Negotiate and govern vendor SLAs, commercials and performance metrics.
- Drive greater reliance on direct sourcing and employee referral channels wherever appropriate.

6. Technology & Process Excellence

- Leverage ATS, recruitment CRM, AI/digital sourcing and analytics to improve recruitment efficiency.
- Develop data-driven hiring models and predictive recruitment dashboards.
- Continuously improve recruitment TAT, candidate experience and recruiter productivity.
- Introduce automation across screening, scheduling, communication and recruitment MIS.

7. Quality,



Compliance & Candidate Experience

- Ensure adherence to recruitment policies, documentation and background verification requirements.
- Maintain strong recruitment quality and reduce early attrition caused by hiring mismatches.
- Drive a positive candidate experience throughout the recruitment journey.
- Ensure recruitment practices are compliant with applicable employment regulations and organizational policies.

Key Performance Indicators

- Monthly / quarterly hiring achievement
- Offer-to-joining ratio
- Selection-to-joining ratio
- Time-to-hire / Time-to-fill
- Cost per hire
- Recruiter productivity
- Source-wise conversion
- Early attrition / 30-60-90-day retention
- Quality of hire
- Vendor productivity and cost
- Recruitment TAT
- Hiring forecast accuracy

Required Qualifications:

- Bachelor’s degree in human resource, Business Administration, or related field. MBA or equivalent preferred.
- 15+ years of progressive HR experience with at least 5 years in a strategic Recruitment.
- Experience in [industry, e.g., BPM, ITES, manufacturing, IT, healthcare, etc.] is a plus.

Key Skills and Competencies:

- Strong business acumen with the ability to align HR strategies to business goals.
- Excellent interpersonal, communication, and stakeholder management skills.
- High emotional intelligence and conflict resolution capabilities.
- Expertise in organizational development and talent management.
- Proficiency in HRIS and analytics tools.

Work Environment and Conditions:

- Full-time position with occasional travel to regional offices or worksites.

Soft Skills:

- Solid business acumen and ability to align HR strategies with company objectives.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to handle sensitive employee issues with discretion and professionalism.

Why Join Us?

- Opportunity to shape the strategic direction of a leading organization.
- Work in a dynamic and fast-paced environment.
- Competitive compensation package and benefits.
- A collaborative and innovative corporate culture

📌 Sr. Director / AVP – Talent Acquisition (Volume Hiring) (Mumbai)
🏢 Digitide
📍 Mumbai