NTT DATA- Hiring for BPO Senior Manager Operations- inGurgaon/ Hybrid - Permanent Role
Position Details:
- Shift: 24*7 Rotational, Monday to Friday
- Working Hours: 10 hours per shift (including breaks as per company policy)
- 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
