Manager HR

The responsibilities of a Manager HR in a Call Center (especially in Karachi/BPO industry) are mainly focused on recruitment, employee management, compliance, and performance support because call centers have high hiring volume and high employee turnover.

Here are the main responsibilities of an HR Manager in a Call Center:

1. Recruitment & Bulk Hiring

• Conduct mass hiring of call center agents (sales/support).
• Post jobs on platforms like LinkedIn, Indeed, Facebook groups, Rozee.pk.
• Screen CVs and conduct initial interviews and voice/accent assessments.
• Coordinate interviews with operations or campaign managers.
• Maintain a continuous pipeline of candidates.

2. Onboarding & Employee Documentation

• Manage joining formalities and orientation sessions.
• Prepare offer letters, contracts, and employee files.
• Ensure employees understand company policies and call center rules.

3. Attendance, Payroll & HR Operations

• Monitor attendance, late coming, and leave records.
• Coordinate salary processing, commissions, and incentives.
• Maintain HR databases and employee records.

4. Employee Relations

• Handle employee complaints and grievances.
• Resolve conflicts between agents, team leads, or managers.
• Maintain a healthy and disciplined work environment.

5. Performance Management

• Coordinate with Team Leads and Operations Managers.
• Track employee KPIs such as:
• Sales performance
• Call quality
• Attendance
• Manage warnings, performance improvement plans (PIP), and appraisals.

6. Training & Development

• Identify training needs for agents.
• Arrange communication, accent, and product training.
• Help improve employee productivity and retention.

Job Type: Full-time

Pay: Rs100,000.00 - Rs150,000.00 per month

Work Location: In person