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BPO Senior Manager

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Date: Nov 5, 2021

Location: Gurgaon, HR, IN

Company: NTT DATA Services

Grade 10 – BPO Sr. Manager

 

  • Provides direct supervision to a team of Workforce Management team members.
  • Sets and communicates clear expectations for work outcomes and manages performance.
  • Effective planning to ensure SLAs of all Clients are met each month.
  • Provide timely inputs to Leadership on performance issues, recommendations to improve performance.
  • Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.
  • Driving projects to improve productivity by analysing historical performance data to identify trends (associate behaviour, call volume, activities, etc.).
  • Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
  • Assist the team in day-to-day execution of plans.
  • Remotely work with team members in other locations.
  • Work with the Sales teams to gather due diligence information about new / existing Clients.
  • Handle escalations and account management to quickly resolve difficult issues.
  • Determines type of headcount (part-time, full-time, assigned worker, NTT DATA-badged) and site location to align with opex scaling goals.

 

  • Typically requires 8-10 years of relevant experience.
  • 3 to 4 years of experience in a high-volume call centre (100 and more agents, 5000 and more calls per month) where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role. 
  • 3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards.
  • 3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.  
  • Experience in working on Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
  • Must be available to work any time between 7 AM to 5 PM US Central time.
  • Undergraduate degree or equivalent combination of education and work experience.
  • Graduate degree preferred.
  • Excellent influencing and communication skills.
  • Excellent client service skills and leadership capabilities.
  • Excellent analytical and problem-solving skills.
  • Strong budgeting, business financial and P&L skills.
  • Demonstrated ability to develop operational and strategic plans.
  • Ability to physically perform general office requirements.


Job Segment: Manager, Management