BPO Senior Manager

NTT Data

Gurugram, India

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Posted 10 days ago
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Job Description

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

More Info

Job Type:

Permanent Job

Industry:

IT /Computers - Software

Function:

Human Resources

Employment Type:

Full time

About Company

NTT DataJob Source: careers-inc.nttdata.com

NTT DATA Corporation is a Japanese multinational information technology service and consulting company headquartered in Tokyo, Japan. It is partially-owned subsidiary of Nippon Telegraph and Telephone. Japan Telegraph and Telephone Public Corporation, a predecessor of NTT, started Data Communications business in 1967.

Job ID: 147439859

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