BPO Senior Manager

NTT DATA Services

Role Overview

The Senior Manager Operations is responsible for leading end-to-end service delivery within a BPO environment, ensuring operational excellence, efficiency, and alignment with client and business objectives. This role focuses on performance management, data-driven decision-making, process optimization, and building high-performing teams.

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.

Technical & Analytical

• Strong proficiency in Microsoft Office Suite and business tools.

• Advanced ability to analyze data, create reports, and present actionable insights.

• Ability to evaluate operational trends (volumes, patterns, productivity, resource allocation).

• Knowledge of Gen AI, SAP, Navigator, or similar systems is an advantage.

Leadership & Stakeholder Management

• Strong ability to influence stakeholders across all organizational levels.

• Proven experience in team leadership, coaching, and performance management.

• Experience in driving change management and transformation initiatives.

Communication & Interpersonal

• Excellent communication, presentation, and reporting skills.

• High emotional intelligence (EQ) with the ability to handle complex team and operational challenges.

• Strong problem-solving and decision-making abilities in a fast-paced environment.