Job Description: HR Head (BPO)

Position: HR Head
Department: Human Resources
Reports To: COO / Business Head / CEO
Location: New Delhi
Employment Type: Full-time

Role Summary

HR Head BPO ki poori HR strategy, hiring, retention aur employee engagement ko lead karega. High-volume hiring aur high attrition wale BPO workplace me workforce ko stable rakhna aur business targets ko support karna is role ka main focus hai.

Key Responsibilities

1. Talent Acquisition

- High-volume hiring (voice/non-voice, fresher aur lateral) ki planning aur execution
- Recruitment team, vendors aur consultants ko manage karna
- Time-to-hire aur cost-per-hire ko optimize karna
- Campus drives aur walk-in drives organize karna

2. Attrition & Retention

- Attrition ka analysis karna aur retention strategies banana
- Exit interviews aur stay interviews conduct karwana
- Early-tenure (0-90 days) attrition kam karna

3. Employee Engagement & Culture

- Engagement programs, rewards & recognition aur events run karna
- Employee grievances ka time par resolution
- Positive aur inclusive work culture banana

4. Learning & Development

- Training, onboarding aur nesting programs ke saath coordination
- Leadership aur team leader development programs
- Career pathing aur succession planning

5. Compensation, Payroll & Benefits

- Salary structure, incentive schemes aur benchmarking
- Payroll accuracy aur timely processing
- Night shift allowances, cab/transport aur other benefits ki policy

6. Compliance & Policy

- Labour laws ka compliance (PF, ESI,



Delhi Shops & Establishment Act, POSH, Gratuity, Bonus Act, etc.)
- HR policies, SOPs aur code of conduct banana aur update karna
- Audits (client audits, statutory audits) ke liye readiness
- Disciplinary actions aur investigations handle karna

7. HR Operations & Analytics

- HRMS ka effective use
- MIS reports: attrition, headcount, absenteeism, productivity
- Manpower planning aur budgeting

8. Business Partnering

- Operations heads ke saath mil kar workforce planning
- Client requirements ke hisaab se staffing support
- Senior management ko HR advisory dena

Requirements

Qualification: MBA/PGDM in HR (preferred) ya equivalent
Experience: 10-15 saal HR experience, jisme kam se kam 4-5 saal HR leadership role me BPO/Call Center/ITES industry me

Skills:

- High-volume hiring aur attrition management me strong expertise
- Labour law aur compliance ki deep knowledge
- Leadership, negotiation aur stakeholder management
- Data-driven decision making (MIS, HR analytics)
- Excellent communication (English + Hindi)
- Shift-based aur 24x7 operations ki understanding
- Delhi-NCR talent market aur local hiring channels ki samajh

KRAs / Key Metrics

- Attrition % (overall aur 90-day)
- Time-to-fill aur offer-to-join ratio
- Employee engagement score / eNPS
- Cost per hire
- Compliance audit score
- Training completion aur productivity ramp-up

Pay: ₹1,500,000.00 - ₹1,750,000.00 per year

Benefits:

- Commuter assistance
- Flexible schedule
- Food provided
- Paid time off

Work Location: In person

📌 HR Head (Delhi)
🏢 N&V services
📍 Delhi