BPO Senior Manager

About NTT DATA:

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Work Schedule & Benefits:

• Shift Timing: US–Canada Shift (Night Shift – aligned to North American time zones)
• Working Hours: 10 hours per shift (including breaks as per company policy)
• Work Mode: 100% Work from Office
• Transportation: Company-provided pick-up and drop facility (for night shifts)

Role Summary:

The Operations Manager is responsible for end-to-end delivery of sales operations, including revenue performance, team leadership, client management, and operational governance, ensuring alignment with business objectives and client expectations.

Key Responsibilities:

Operations & Delivery Management
• Plan, direct, and evaluate outbound sales operations
• Drive revenue targets, SLAs, and KPI delivery
• Ensure high levels of customer satisfaction and service quality
• Oversee daily production reporting and operational performance

Leadership & Team Development
• Lead and develop team leaders and frontline teams
• Conduct performance reviews and goal setting
• Build and retain high-performing teams
• Drive employee engagement, coaching, and development initiatives

Client & Stakeholder Management
• Manage day-to-day client interactions and communications
• Represent operations in client reviews and business discussions
• Ensure alignment with client expectations and contractual requirements
• Resolve escalations and customer concerns effectively

Strategy & Business Planning
• Develop and implement sales strategies and business plans
• Contribute to marketing strategies and revenue growth initiatives
• Monitor market trends and competitor activity
• Drive continuous improvement and innovation

Reporting & Governance
• Analyze reports and provide actionable insights
• Ensure compliance with internal policies and client guidelines
• Monitor operational efficiency, cost control, and productivity
• Maintain quality, safety, and process adherence standards

Workforce & Resource Management
• Manage hiring, staffing, and workforce planning
• Control attrition and improve retention
• Align training and development initiatives with business needs

Required Skills:
• Strong leadership and team management capability
• Deep understanding of sales operations and metrics
• Excellent client-facing communication skills
• Data-driven decision-making ability
• Strong problem-solving and strategic thinking

Eligibility
• 10+ years in BPO / sales operations
• Experience managing international voice processes
• Telecom experience preferred"