BPO Senior Manager
NTT DATA BUSINESS SOLUTIONS · Gurugram · onsite · Posted 62d ago
Undisclosed3–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Oversee daily operations to ensure achievement of SLAs, productivity, quality, and customer satisfaction targets.
- Manage large-scale teams, including team leaders, ensuring high performance and accountability.
- Lead workforce planning, capacity management, and resource allocation to meet business demands.
- Monitor and analyze KPIs (AHT, SLA, productivity, quality, CSAT) and implement corrective actions.
- Develop and execute operational strategies to drive efficiency and scalability
- Conduct performance reviews, cost-benefit analyses, and capacity planning.
- Prepare and present performance reports, dashboards, and insights to senior leadership.Identify and implement continuous improvement initiatives to optimize processes and reduce costs.
- Drive data analysis and trend identification (volumes, productivity, resource utilization).
- Lead change management initiatives and support organizational transformation
- Ensure compliance with industry regulations, quality standards, and internal policies
Sourced from naukri
Skills
CSATcustomer satisfactiondaily operationsResource utilizationCapacity managementChange ManagementSLAoperationsbpodata analysiscomplianceAhtworkforce planning
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
About
NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
Industries
IT Services & Consulting
Employee ratings
2,105 reviews
4.1/ 5
Culture
4.0
Career growth
3.5
Work-life
4.0
Employees rate it well for
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