NTT DATA- Hiring for SENIOR MANAGER- BPO OPERATIONS - in Gurgaon- Permanent Role

Interested candidates apply to this Job Post or whatsapp CV on (phone hidden) (NO CALL)

Position Details:

- Shift: 24*7 Rotational, Monday to Friday - Sat Sun fixed off.
- Working Hours: 10 hours per shift (including 1 hr break)
- 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
- experience in P&L;, Ledge Books , Manage cost portfolios

📌 Senior Manager: BPO Operations (Gurugram)
🏢 NTT DATA
📍 Gurugram