Human Resources Manager - Contact Center Background

Duties and Responsibilities:

• Working knowledge of different HR facets to support Operations on day to day HR queries
• Consult with line management and provide daily HR guidance to partners in operation and other support departments
• Build a strong working relationship with program and support department employees.
• Manages and resolves complex employee relations issues and address grievances
• Work closely with management and employees to improve work relationships, build morale and increase productivity and retention
• Evaluate and understand program employee engagement data with business partners to propose new or enhanced Employee Engagement activities that will help address employee attendance and attrition issues.
• Efficiently gather responses from employees attending company-wide events
• Propose company-wide activities, including individual account recognition programs, to help improve the engagement of Hexaware employees
• Communicate company-wide activities and events to ensure well attended employee engagement activities and events
• Analyzes trends and metrics in partnership with the HR group to develop solutions, programs and policies. (Ex. Attrition Analysis)
• Support the development of Junior HR Business Partners’ performance
• Provides HR policy guidance and interpretation.
• Effectively and efficiently fulfill employee requests to help with work-life fit issues
• Coordinate with various departments to resolve employee concerns within required TAT
• Effectively conduct counselling for employees dealing with personal or work-related problems
• Effectively facilitate policy review sessions and disseminate process and policy updates to the executives, operations, and support department heads
• Coordinate with support groups on the needs of employees and to resolve any Benefits-related concerns
• Conducts weekly meetings with respective partner units.
• Provides day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions).
• Perform ad hoc tasks and other related duties as assigned, to support departmental needs and functions.

Qualifications:

• Degree in Psychology, Behavioral Science, Human Resources Management are preferred
• Experience in Strategic HR Business Partnering Preferred
• Excellent conceptual and presentation skills and exceptional decision making ability
• Effective communication and interpersonal skills
• Must be willing to work flexible schedules (including weekends and holidays)