Your Role and Responsibilities:

As an Assistant Manager - HR, you will be supporting employee and business needs in delivering outstanding HR services for employees.

Your primary responsibilities include

- You will be responsible for assign audits to Quality Analysts, review evaluations, and provide coaching to both the QA team and frontline agents to enhance overall performance.
- You will need to lead meetings with operations managers, trainers, and QAs to align on scoring standards, ensuring consistency across all evaluations.
- You will need to consolidate quality data to create weekly or monthly performance reports and dashboards.
- You will also need to identify trends in agent mistakes or customer complaints and propose corrective action plans.
- You will be responsible for analysing root causes of operational failures and collaborate with higher management to redesign workflows, ultimately improving the customer experience
- Provide guidance and support to team members in resolving employee queries, complex cases.
- Conduct root cause analysis of recurring employee issues and implement corrective and preventive actions.
- Coach, mentor, and support team members to improve capability, performance, and service quality.
- You will need to lead alignment sessions with Operations, Training teams and clients to ensure all evaluators score agents consistently and objectively

Required Education:

Bachelor's Degree

Preferred Education:

Master's Degree

Required Technical and Qualified Expertise:

- Graduate/Postgraduate (MBA HR is preferred)



with a minimum of 6-8 years of experience in Core HR & Issue Resolution for any International IT / ITES Companies.
- Good verbal and written English language skills.
- Ability to communicate and resolve difficult customer service issues Expertise and knowledge in Core HR-related processes (excluding Recruitment).
- Good knowledge of MS Excel.
- Ability to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlines.
- Ability to troubleshoot and implement changes in his/her processes.
- Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem-solving and work process improvements.
- Teamwork - the ability to work well within the team is key to this role.
- Flexibility to work in night shifts (US time zone).
- Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete.

Preferred Technical and Professional Experience:

- Ambitious individual who can work under their direction towards agreed targets/goals.
- Ability to work under tight timelines and have been part of change management initiatives.
- Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.




- Enhance technical skills by attending educational workshops, reviewing publications etc.
- Advanced proficiency in MS Office applications, particularly Excel, Word, and PowerPoint.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong organizational, planning, and project coordination skills.
- Experience analyzing trends and operational metrics to drive business decisions.
- Ability to work effectively in a collaborative and global environment.
- Exposure to workforce management, service delivery governance, or operational reporting.
- Experience supporting process transitions, change management, or transformation initiatives.
- Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or process optimization frameworks.
- Demonstrated ability to drive employee engagement, knowledge-sharing, and team development initiatives.
- Commitment to continuous learning through professional development and industry best practices.
- Ability to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlines.
- Deep knowledge of HR operations, CRM tools, product knowledge, and client-specific Key Performance Indicators (KPIs)
- Tracking batch performance, identifying training needs through metrics, and proficiency in MS Excel and Learning Management Systems (LMS).
- Patience in handling diverse learners, emotional intelligence to address floor anxiety, and the ability to give constructive, actionable feedback.

*Years of Experience:*6 - 8

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