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BPO Senior Manager

NTT DATA North America
Dubai, UAE
Full Time
Manager
Hybrid
1 weeks ago
BPO OperationsPerformance ManagementData AnalysisProcess OptimizationTeam LeadershipStakeholder Management
Free

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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.

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.

Experience

  • 10+ years of experience in BPO/operations, with 5+ years in a leadership role.
  • Proven track record in strategic planning, performance management, and process improvement.
  • Experience in budget management, cost control, and financial decision making.
  • Demonstrated success in leading high performing teams and achieving business targets.

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.

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