+ 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

📌 BPO Senior Manager (Gurugram)
🏢 NTT America
📍 Gurugram