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"
