Job Position (Title): Senior Manager HR (Contact Centre)

Experience Required: 8-10 years

Job Type: Full-time

Location: Hyderabad, India

Overview:

We are seeking an experienced Senior HR Operations Manager with a strong background in end-to-end employee lifecycle management in a Contact Centre/BPO setting.

This role requires a proactive HR professional who can independently manage daily HR operations, drive people initiatives, resolve grievances, reduce attrition, and ensure a seamless employee experience across functions.

Role and Responsibilities:

- Manage the end-to-end employee lifecycle, including recruitment, onboarding, confirmation process, employee movements, engagement, performance cycle coordination, and offboarding.
- Lead daily HR operations for the contact-centre team, ensuring timely support and resolution of employee queries.
- Manage grievances fairly, confidentially, and in compliance with HR policies.
- Partner with business leaders to identify attrition patterns, analyze trends, and implement corrective action plans to reduce employee turnover.
- Maintain adherence to HR processes, SOPs, audits, and compliance requirements.
- Collaborate with Payroll, Admin,



and Facilities teams to ensure smooth employee services.
- Drive employee engagement initiatives tailored to the needs of contact center employees.
- Support disciplinary procedures and help foster a positive and productive work environment.
- Prepare and share HR dashboards, MIS, and people metrics with leadership on a regular basis.

Mandatory Requirements:

- Minimum 8 years of experience in HR Operations with hands-on ownership of the full employee lifecycle in Contact Centre / BPO.
- Proven expertise in critical grievance handling, employee concerns, attrition management, statutory compliance and workforce support.
- Excellent communication, stakeholder management, problem-solving, and decision-making skills.
- Ability to work in a fast-paced, high-volume, people-centric environment.

Preferred Qualifications:

- MBA or Master's degree in Human Resources or a related field preferred.
- Experience with HRMS tools, employee engagement platforms, and service ticketing systems.
- Strong understanding of labour laws and statutory compliance.

📌 Senior Manager HR (Contact Center) (Hyderabad)
🏢 Mondee
📍 Hyderabad