Website:
digitide.com
Job details:
Digitide (Quess GTS) is an AI-first, digital-native solutions provider, we are focused on enabling enterprise success through comprehensive digital transformation. Our expertise encompasses Digital IT Services, Platforms, Business Processes and Cloud Infrastructure, offering cutting-edge and scalable technologies that drive business efficiency, enhance customer experience and grow customer revenue. Digitide (Quess GTS) specializes in delivering end-to-end IT and business process services tailored to meet the complex needs of industries like insurance, finance and healthcare.
Job Title: Sr. Director / AVP – TAG
Department: Human Resources
Location: Mumbai, Airoli
Role Overview
We are looking for an accomplished Sr. Director / AVP – TAG for BPO & Frontline Hiring to lead large-scale talent acquisition and workforce delivery for high-volume frontline operations.
The role will be responsible for building and executing a scalable hiring strategy across multiple locations, with a strong focus on volume hiring, frontline recruitment, staffing productivity, recruitment operations, cost optimization, and joining/retention outcomes. The ideal candidate should have extensive experience in BPO/BPM, contact center, customer service, sales, collections, back-office or other high-volume environments, and should be comfortable managing large recruitment teams and aggressive hiring targets.
Key Responsibilities
1. Talent Acquisition Strategy
• Own the overall frontline and bulk hiring strategy aligned with business growth and workforce
requirements.
• Translate manpower plans into monthly/quarterly hiring targets and recruitment capacity requirements.
• Build scalable recruitment models to support rapid ramp-ups, new processes and large client
transitions.
• Drive innovative sourcing strategies across digital, referral, walk-in, campus, local hiring and community channels.
2. Bulk & Frontline Hiring
• Lead high-volume hiring for customer service, voice/non-voice, sales, collections, back-office and other frontline roles.
• Manage hiring targets ranging from hundreds to several thousand positions depending on business requirements.
• Build strong talent pipelines across Mumbai, Navi Mumbai, Thane and other key hiring markets.
• Improve offer-to-join, selection-to-join and joining-to-retention ratios.
3. Recruitment Operations
• Lead large recruitment teams, including TA managers, recruiters, sourcing teams, interview teams and recruitment coordinators.
• Establish recruitment productivity benchmarks and daily/weekly operating rhythms.
• Build dashboards covering funnel metrics, recruiter productivity, source effectiveness, TAT and hiring costs.
• Standardize recruitment processes, SOPs and governance mechanisms across locations.
4. Stakeholder Management
• Partner closely with Business Heads, Operations, Workforce Management, Finance and HR to ensure hiring plans are delivered on time.
• Act as the senior HR/TA partner for large-scale workforce ramp-ups.
• Provide regular MIS, hiring forecasts, risk assessment and corrective-action plans to the leadership team.
5. Recruitment Cost & Vendor Management
• Optimize cost-per-hire through effective channel mix and sourcing strategy.
• Manage recruitment partners, manpower consultants, job portals, sourcing agencies and local hiring partners.
• Negotiate and govern vendor SLAs, commercials and performance metrics.
• Drive greater reliance on direct sourcing and employee referral channels wherever appropriate.
6. Technology & Process Excellence
• Leverage ATS, recruitment CRM, AI/digital sourcing and analytics to improve recruitment efficiency.
• Develop data-driven hiring models and predictive recruitment dashboards.
• Continuously improve recruitment TAT, candidate experience and recruiter productivity.
• Introduce automation across screening, scheduling, communication and recruitment MIS.
7. Quality, Compliance & Candidate Experience
• Ensure adherence to recruitment policies, documentation and background verification requirements.
• Maintain strong recruitment quality and reduce early attrition caused by hiring mismatches.
• Drive a positive candidate experience throughout the recruitment journey.
• Ensure recruitment practices are compliant with applicable employment regulations and organizational policies.
Key Performance Indicators
• Monthly / quarterly hiring achievement
• Offer-to-joining ratio
• Selection-to-joining ratio
• Time-to-hire / Time-to-fill
• Cost per hire
• Recruiter productivity
• Source-wise conversion
• Early attrition / 30-60-90-day retention
• Quality of hire
• Vendor productivity and cost
• Recruitment TAT
• Hiring forecast accuracy
Required Qualifications:
• Bachelor’s degree in human resource, Business Administration, or related field. MBA or equivalent
preferred.
• 15+ years of progressive HR experience with at least 5 years in a strategic Recruitment.
• Experience in [industry, e.g., BPM, ITES, manufacturing, IT, healthcare, etc.] is a plus.
Key Skills and Competencies:
• Strong business acumen with the ability to align HR strategies to business goals.
• Excellent interpersonal, communication, and stakeholder management skills.
• High emotional intelligence and conflict resolution capabilities.
• Expertise in organizational development and talent management.
• Proficiency in HRIS and analytics tools.
Work Environment and Conditions:
• Full-time position with occasional travel to regional offices or worksites.
Soft Skills:
• Strong business acumen and ability to align HR strategies with company objectives.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to handle sensitive employee issues with discretion and professionalism.
Why Join Us?
• Opportunity to shape the strategic direction of a leading organization.
• Work in a dynamic and fast-paced environment.
• Competitive compensation package and benefits.
• A collaborative and innovative corporate culture
Click on Apply to know more.
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