Senior Manager Operations - BPO

Role Overview NTT DATA is looking for an experienced Senior Manager of Operations to lead and manage large-scale BPO operations from its Gurugram office. This is a permanent, hybrid role offering 2 to 3 days of work from office per week at Sector 48, Gurugram, with company-provided transportation. The position follows a 24x7 rotational shift schedule from Monday to Friday with 10-hour shifts. Key Responsibilities - Oversee day-to-day BPO operations to consistently meet SLAs, productivity benchmarks, quality standards, and customer satisfaction goals - Lead and manage large teams including team leaders, fostering a culture of high performance and accountability - Drive workforce planning, capacity management, and resource allocation aligned with evolving business demands - Monitor and evaluate key performance indicators such as AHT, SLA adherence, CSAT, and productivity, and implement timely corrective measures - Develop and execute operational strategies aimed at improving efficiency, scalability, and cost optimization - Conduct regular performance reviews, cost-benefit analyses, and capacity planning exercises - Prepare comprehensive performance reports, dashboards, and data-driven insights for senior leadership - Identify and roll out continuous improvement initiatives to streamline processes and reduce operational costs - Lead change management efforts and actively support organizational transformation projects - Ensure full compliance with industry regulations, internal quality standards, and company policies Required Qualifications - Bachelor's degree in any discipline (preferred) - Minimum 7 years of experience in BPO operations management - Strong proficiency in MS Office tools including Excel, PowerPoint, and Word - Demonstrated expertise in SLA management, attrition management, capacity planning, and shrinkage control - Experience with scheduling, P&L accountability, and hospitality operations is an advantage Why Join Us NTT DATA is a globally recognized IT services and consulting firm that offers a dynamic, collaborative work environment with strong career growth opportunities. Joining this team means being part of a forward-thinking organization that values operational excellence and continuous innovation.

- Minimum 7 years of experience in BPO operations - Strong command of MS Office applications - Proven ability to manage large teams and team leaders - Expertise in SLA management and KPI monitoring - Experience in workforce planning and capacity management - Skilled in attrition management and shrinkage control - Familiarity with scheduling and resource allocation - Strong analytical and data-driven decision-making skills - Experience in change management and process improvement - Knowledge of compliance standards and quality regulations - P&L understanding and cost-benefit analysis capability - Bachelor's degree in any field preferred

- Hybrid work model with 2-3 days from office - Company-provided pick-up and drop transportation - 24x7 rotational shift with Monday to Friday schedule - Permanent full-time employment - Competitive salary up to 18.5 LPA