Hr Business Partner
Tehran, Iran
• Manage a team of 3-4 talent acquisition specialists and HR generalists.• Collaborate closely with HR managers, talent management, people experience, and organizational development partners.• Partner with 2 HR administration specialists and 1 payroll specialist directly working in the contact center department.• Participate strategically in top-level meetings and decisions, including headcount planning, shift and salary changes, turnover and retention analysis, NPS action plan development, promotion and succession plans, department structures, ongoing job analysis, and culture.• Document processes and policies, including performance management, notice and disciplinary policy, competency model, and contact center specialist recruitment.• Collaborate with the training team to optimize and reduce the cost of new employee training and onboarding.• Work with the planning and data analysis team on shifts, salary, and performance management.• Create and maintain reports and dashboards for the contact center department, including performance management dashboards, turnover reports, demographics and statistics dashboards, team HR KPI dashboards, recruitment KPI analysis, onboarding turnover, and exit interview analysis.• Collaborate with process and HR teams to automate and optimize access management and HR processes within the department.• Conduct top-level interviews for hiring and promotions.• Optimize the entire interview process, including ATS processes, interview steps, sources, and job boards.• Collaborate with the HR management team on projects including company performance management, the kudos system, HR processes, and HR reports.• Collaborate with the contact center management to achieve OKRs.• Conduct weekly meetings with contact center top management and HR top management to discuss ongoing projects, issues, solutions, and reports.• Manage conflict, risk, and ensure adherence to policies and values within the contact center department.
