Currently leading HR Department at Techtrix Systems, My role entails:• Manage, lead, and maintain Techtrix’s organizational structure, including governance and the authority matrix, and be responsible for its updating as required.• Lead the development and implementation of core HR business processes and service excellence solutions that align with client needs and technical priorities.• Direct the development and oversee the implementation of Human Resources policies, systems, processes, procedures, and controls covering all areas of function so that all relevant procedural requirements are fulfilled, in alignment with corporate strategy and organizational structure, while delivering a quality, cost-effective service consistently.• Oversee the IT technical recruitment process and procedures to ensure effective and timely recruitments in a fast-paced IT environment, leveraging innovative sourcing strategies and technologies.• Ensure compliance with required qualifications and experience for recruitment.• Manage employee relations, including performance management, disciplinary actions, and conflict resolution, fostering a positive and productive work culture.• Develop employee communication materials related to the employee value proposition and rewards

Lead Recruitment team to meet the recruitment targetsPreparing Job Descriptions for multiple departmentsMaintain & Managing employee records as per company policyDesign, deliver & evaluate training modules i.e. Job Specific, Soft Skills, Sales trainingProvide assistance to payroll department for smooth executionPlayed a conflict management role for departments & employees

To design, conduct and organize training programs to improve employee performance and ensure organizational productivityAssess training needs through surveys, interviews with employees, or consultations with managers or instructorsReview training materials from a variety of vendors and choose appropriate materialsDeliver training to employees using a variety of instructional techniquesMonitor and evaluate training programs to ensure they are current and effectivePerform administrative tasks such as monitoring costs, scheduling classes, setting up systems and equipment, and coordinating enrollment

Responsible for training new hired employees on different Campaigns (B2B & B2C)Work for (Food Chains, FMCG, ISP's, Automobile) e.t.cMap out training plans, design and develop training programsConduct needs assessment and identify skills or knowledge that need to be addressed Manage and maintain in-house training facilityConduct Sales Training for specific B2B & B2C campaignsResposible for smooth transition of insourcing different projects

Responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiativesHelp to evaluates both verbal and written customer contact by representatives, design of all quality monitoring formats and quality standardsBy reviewing calls of agents for accuracy and coaches each Agent for success in executing superior service and quality to our customersProvides feedback and trend data to Management and Manager as required

Managing different minds to achieve the set goal for an organization (Team Performance)

Providing solutions to customers related to their complaints & queries related to services

Deals with corporate clients and provide solutions for their telecom requirement i.e. Sales and after sale services