BPO Director

NTT DATA•Lincoln, NE

1h•Remote

About The Position

Lead the strategy, governance, and day-to-day performance of our operations. Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy. Conduct regular business reviews, negotiate performance improvements, and implement corrective action plans. Partner with Workforce Management, Quality, Training, and CX teams to ensure consistency of service delivery. Use data analytics to identify trends, forecast needs, and drive continuous improvement. Ensure compliance with internal standards, regulatory requirements, security protocols, and data privacy policies. Support launches, workflow enhancements, and policy updates in collaboration with cross-functional teams. Champion a culture of customer excellence across all BPO network partners. Management monitors all technical issues and agent downtime. Experience managing KPIs, implementing performance improvements, and optimizing operations. Certifications in training or learning (e.g., ATD, CPTD, Six Sigma). Experience with high-volume hiring and onboarding in BPO settings. Familiarity with compliance training, soft skills development, and multilingual training programs. To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology. Technology Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols. Failure to return equipment may result in collection actions and/or other consequences. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.

Requirements

Experience managing KPIs
Implementing performance improvements
Optimizing operations
Certifications in training or learning (e.g., ATD, CPTD, Six Sigma)
Experience with high-volume hiring and onboarding in BPO settings
Familiarity with compliance training, soft skills development, and multilingual training programs
Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
A hard-wired ethernet connection is required.
Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.

Responsibilities

Lead the strategy, governance, and day-to-day performance of our operations.
Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals.
Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy.
Conduct regular business reviews, negotiate performance improvements, and implement corrective action plans.
Partner with Workforce Management, Quality, Training, and CX teams to ensure consistency of service delivery.
Use data analytics to identify trends, forecast needs, and drive continuous improvement.
Ensure compliance with internal standards, regulatory requirements, security protocols, and data privacy policies.
Support launches, workflow enhancements, and policy updates in collaboration with cross-functional teams.
Champion a culture of customer excellence across all BPO network partners.
Management monitors all technical issues and agent downtime.