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BPO Senior Manager Operations

1.00 to 10.00 Years   Gurugram   20 Jul, 2026
NTT DATA, Inc
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    NTT DATA- Hiring for BPO Senior Manager Operations- in Gurgaon/ Hybrid - Permanent Role Position Details:Shift: 24*7 Rotational, Monday to FridayWorking Hours: 10 hours per shift (including breaks as per company policy)Work Mode: Hybrid 2-3 days from office- Gurgaon Sector 48Transportation: 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 scalabilityConduct 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 transformationEnsure compliance with industry regulations, quality standards, and internal policies Qualifications and Requirements: Bachelors degree in any field preferred.7 experience in BPO Operations7 experience in MS Office skills NTT DATA- Hiring for BPO Senior Manager Operations- in Gurgaon/ Hybrid - Permanent Role Position Details:Shift: 24*7 Rotational, Monday to FridayWorking Hours: 10 hours per shift (including breaks as per company policy)Work Mode: Hybrid 2-3 days from office- Gurgaon Sector 48Transportation: 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 scalabilityConduct 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 transformationEnsure compliance with industry regulations, quality standards, and internal policies Qualifications and Requirements: Bachelors degree in any field preferred.7 experience in BPO Operations7 experience in MS Office skills

Keyskills :
SLA managementteam managementworkforce planningKPI analysisoperational strategyperformance reviewsdata analysischange managementcompliance

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