- 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
📍 Gurugram