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.
Develop and execute operational strategies to drive efficiency and scalability
Conduct performance reviews, cost-benefit analyses, and capacity planning.
Prepare and present performance reports, ...