Senior Manager: BPO Operations

NTT DATA, Inc.; Gurugram District; Hybrid; INR 3,000,000 - 5,200,000; Full time

Benefits offered by this job

Company transport

Job summary

NTT DATA, Inc. in Gurgaon invites a Senior Manager to lead BPO operations on a permanent basis. This hybrid role involves overseeing large teams, coordinating workforce planning, and ensuring SLA targets, productivity, quality, and customer satisfaction.

Key responsibilities include monitoring KPIs, driving cost optimization, preparing leadership dashboards, and guiding continuous improvement. The role supports organizational transformation with a 24x7 rotational shift (Mon–Fri; Sat–Sun off) and

Qualifications

• Bachelor's degree in any field.
• 7+ years in BPO operations.
• 7+ years MS Office skills.
• Experience in P&L and cost portfolio management.

Responsibilities

• Oversee daily BPO operations to meet SLAs, productivity, quality, and CSAT.
• Manage large teams and drive high performance and accountability.
• Lead workforce planning, capacity management, and resource allocation.
• 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.

Skills

MS Office skills

BPO operations

Education

Bachelor's degree

Job description

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

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