BPO Senior Manager Operations

NTT DATA- Hiring for BPO Senior Manager Operations- in Gurgaon/ Hybrid - Permanent Role

Position Details:

• Shift: 24*7 Rotational, Monday to Friday
• Working Hours: 10 hours per shift (including breaks as per company policy)
• 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.
• De...