* 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 DATA Services
📍 Gurugram