BPO Senior Manager
gurugram, haryana, India • Posted June 12, 2026
Job Type:
Full-time
Location:
gurugram, haryana
Posted:
June 12, 2026
Category:
Other-General
Application Deadline:
July 22, 2026
Role Description
JOB DESCRIPTION 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 transforma...
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