BPO Senior Manager

NTT
Gurugram
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Performance management","Data analysis","Process improvement","Change management","Stakeholder reporting"]

Oversee daily BPO operations to achieve SLAs, productivity, quality, and customer satisfaction targets. Lead and manage large-scale teams, driving performance and accountability while handling workforce planning, capacity management, and resource allocation. Track KPIs such as AHT, SLA, productivity, quality, and CSAT, implement corrective actions, and deliver operational strategies and continuous improvement initiatives. Prepare performance dashboards for senior leadership and ensure compliance with regulations and internal policies.

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FursaFursa
NTT
NTT
2 months ago

BPO Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Oversee daily BPO operations to achieve SLAs, productivity, quality, and customer satisfaction targets. Lead and manage large-scale teams, driving performance and accountability while handling workforce planning, capacity management, and resource allocation. Track KPIs such as AHT, SLA, productivity, quality, and CSAT, implement corrective actions, and deliver operational strategies and continuous improvement initiatives. Prepare performance dashboards for senior leadership and ensure compliance with regulations and internal policies.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee daily operations to achieve 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, continuous improvement initiatives, and change management initiatives while ensuring compliance with regulations and policies.

Key Requirements

  • •Manage large-scale teams with a focus on high performance and accountability.
  • •Lead workforce planning, capacity management, and resource allocation to meet business demands.
  • •Monitor KPIs such as AHT, SLA, productivity, quality, and CSAT and drive corrective actions.
  • •Conduct performance reviews and cost-benefit analyses tied to capacity planning.
  • •Ensure compliance with industry regulations, quality standards, and internal policies.
Experience:BPO
Skills:Performance managementData analysisProcess improvementChange managementStakeholder reporting

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn