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-perk 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