Senior Manager: BPO Operations

NTT DATA- Hiring for SENIOR MANAGER- BPO OPERATIONS - in Gurgaon- Permanent Role

Interested candidates apply to this Job Post or whatsapp CV on [phone removed] (NO CALL)

Position Details:

• Shift: 24*7 Rotational, Monday to Friday - Sat Sun fixed off.
• Working Hours: 10 hours per shift (including 1 hr break)
• Work Mode: Hybrid 2-3 days from office- Gurgaon Sector 48
• Transportation: Company-provided pick-up and drop facility

Key Responsibilities:

• 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

Qualifications and Requirements:

• Bachelors degree in any field preferred.
• 7+ experience in BPO Operations
• 7+ experience in MS Office skills
• experience in P&L, Ledge Books , Manage cost portfolios