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Gulzar Pirani

@gulzarpirani

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Senior HR leader driving talent acquisition, operations, and performance across global contact centers.

India

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What I'm looking for

I seek a strategic HR role where I can lead talent acquisition and operations, improve retention, implement process improvements, and use HR analytics to drive business outcomes in a collaborative, growth-oriented organization.

I am a versatile Human Resource leader with 11 years' experience across BPO, corporate, education and start-ups, focused on HRBP, recruitment and operations.

I have led full-scale call center setups and end-to-end HR operations across PAN India and international locations, driving recruitment, onboarding, payroll, policy creation, and vendor management.

My achievements include reducing attrition, improving CSAT, implementing SOPs and Lean initiatives, and leveraging HR analytics to inform performance and change management.

I hold a commerce degree, Lean Six Sigma Green Belt, HR Analytics certification, and am pursuing an advanced HRBP course to further strengthen strategic HR delivery.

Experience

Work history, roles, and key accomplishments

Senior Manager - HR

Flamingo BPO Technology Solutions Ltd

Jul 2024 - Aug 2025 (1 year 1 month)

Led end-to-end call center setup and operations, overseeing HR, admin, collections and PAN-India recruitment; implemented SOPs and QBRs to ensure operational readiness and performance tracking.

Call Center Operations Recruitment SOP Development Vendor Management HR Operations Onboarding Performance Management

Senior Manager - HR Operations

Edumentor Imperial Sports LLP

Oct 2023 - Dec 2023 (2 months)

Supported HR operations and global talent acquisition across UAE, Vietnam, USA, Australia and India; created employment agreements and introduced cross-training frameworks reducing dependency by 20%.

Global Talent Acquisition HR Operations Employment Contracts Cross Training Talent Acquisition HR Policies Employee Relations HR Analytics

Deputy General Manager

KTBS

May 2016 - Nov 2022 (6 years 6 months)

SPOC for business operations, HR, quality and client management across USA, UK and Canada; reduced attrition by 15% and implemented SOPs and digital initiatives to improve efficiency.

Operations Management Talent Acquisition HRIS Payroll Change Management Vendor Management

Assistant Manager - Business Operations

ANI Technologies

Apr 2015 - Apr 2016 (1 year)

Led hiring and operations for a 150-member call center, reducing attrition by 10%, shrinkage by 12% and improving CSAT by 10% through QA and coaching interventions.

Workforce Management Recruitment Quality Assurance Coaching CSAT PIP

Assistant Manager - Operations

Vibgyor High International School

Mar 2013 - Mar 2015 (2 years)

Improved quality, productivity and efficiency by 15% through AS-IS analysis and VOC; developed SOPs, policies and QHSE sessions for compliance and engagement across centres and zones.

Process Improvement SOP Development QHSE Compliance Employee Engagement Policy Creation VOC Analysis

Team Leader - COE Quality & HR

Aegis Ltd

Feb 2011 - Mar 2013 (2 years 1 month)

Led COE quality, HR shared services and projects delivering Lean and 5S initiatives that improved efficiency; managed recruitment and HR analytics for multi-country clients.

Process Mapping Recruitment HR Analytics MIS

Operations Team Member

FIS

Mar 2004 - Feb 2011 (6 years 11 months)

Progressed through roles in WFM, training and coaching from 2004 to 2011, delivering process improvements and supporting operations and COE quality initiatives.

Workforce Management Quality Assurance Process Improvement Operations