To maintain a positive employee work environment by handling employee grievances, ensuring policy compliance, driving engagement initiatives, supporting disciplinary processes, and reducing attrition across the call center operations.
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Address employee grievances and resolve workplace issues within defined timelines.
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Conduct one-on-one counselling sessions with employees.
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Support managers in handling disciplinary matters and performance-related issues.
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Ensure fair and consistent implementation of company policies.
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Plan and execute employee engagement activities, recognition programs, and cultural events.
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Conduct employee satisfaction surveys and recommend improvement initiatives.
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Celebrate birthdays, festivals, rewards & recognition, and team-building activities.
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Track daily and monthly attrition trends.
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Conduct stay interviews and identify retention opportunities.
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Coordinate exit interviews and prepare attrition analysis reports.
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Recommend action plans to improve employee retention.
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Ensure adherence to HR policies, attendance, code of conduct, and workplace discipline.
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Assist in domestic inquiries and disciplinary actions when required.
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Maintain documentation related to warnings, counselling, and disciplinary records.
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Support statutory compliance related to labor laws.
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Coordinate employee confirmation, transfers, and internal movements.
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Ensure timely issuance of warning letters, appreciation letters, and other HR communications.
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Maintain employee records and confidential documentation.
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Prepare daily, weekly, and monthly ER dashboards.
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Analyze absenteeism, grievances, disciplinary cases, and engagement metrics.
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Present actionable insights to HR leadership.
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Employee Relations
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Grievance Handling
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Conflict Resolution
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Employee Engagement
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Labor Law Basics
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HR Policies & Compliance
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Attrition Management
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Exit Interview Management
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MS Excel (VLOOKUP, Pivot Tables, Reports)
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HRMS
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Strong communication and interpersonal skills
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Problem-solving and conflict management
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High emotional intelligence
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Stakeholder management
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Confidentiality and integrity
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Analytical mindset
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Ability to work in a fast-paced call center environment
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Grievance resolution within SLA
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Employee engagement participation rate
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Reduction in voluntary attrition
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Improvement in employee satisfaction scores
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Timely closure of disciplinary cases
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Compliance with HR policies and audit requirements
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Accurate and timely ER MIS reporting
