Dir BPO Management

Lumen Technologies-posted about 1 year ago
$128,310 - $171,080/Yr
Full-time • Senior
Des Moines, IA
Telecommunications
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The BPO Management Director at Lumen is responsible for overseeing the company's BPO strategy, vendor negotiations, partnerships, and performance management. This role requires strong leadership and strategic skills to ensure that vendor activities align with Lumen's commercial objectives and deliver measurable outcomes.

  • Develop and execute a BPO strategy that supports key commercial objectives.
  • Coordinate with internal stakeholders to define the scope of Work Orders for BPO vendors.
  • Manage BPO engagement budget and identify cost-saving opportunities.
  • Secure executive sponsors' approvals for BPO strategy, budget, and key decisions.
  • Collaborate with internal stakeholders to manage RfPs, vendor selection, and negotiations.
  • Lead negotiation for Statement of Work with BPO vendors.
  • Establish and maintain strong relationships with BPO vendors to ensure alignment with Lumen's goals.
  • Award Work Orders to BPO vendors based on continuous performance evaluation.
  • Lead and oversee the onboarding process for new BPO vendors.
  • Develop cross-functional Change Management framework with key stakeholders.
  • Lead BPO workforce management efforts through defining and forecasting BPO demand.
  • Work collaboratively with BPO to ensure implementation of workforce management and training plans.
  • Drive BPO workforce training including curriculum and call scripts.
  • Define and manage SLAs, KPIs, and review cadence for BPOs.
  • Oversee and evaluate BPO vendors against SLAs and KPIs through performance reviews.
  • Implement governance structure for BPO vendors, including performance reviews and escalations.
  • Conduct site visits to oversee contact center operations and performance of BPO vendors.
  • Manage ongoing commercial and contractual issues arising from the relationship with BPOs.
  • Serve as the escalation point for operational or performance-related issues with BPOs.
  • Define and manage quality assurance processes to enhance service quality across BPO vendors.
  • Drive continuous quality assurance efforts, including CSAT surveys and call auditing.
  • Identify risks in BPO relationships and service delivery, and build mitigation plans.
  • Bachelor's degree in business, operations management, or a related field; MBA preferred.
  • 10+ years of experience in BPO strategy design, negotiation, onboarding, performance management, and BPO relationship management, with at least 5 years in a leadership capacity.
  • Experience in telecommunications or related industry preferred.
  • Strong negotiation skills and ability to lead contractual negotiations with BPO vendors.
  • Proactive leader with a strong bias-to-action and ability to drive rapid execution.
  • Strong strategic thinking skills, detail-oriented with strong organizational abilities.
  • Proven flexible team player with excellent communication skills.
  • Strong financial acumen and ability to manage budgets and analyze financial performance.
  • Excellent verbal and written communication skills in English; proficiency in other languages is advantageous.
  • Ability to conduct site visits, through travel domestically and internationally, as needed.
  • Experience in leading negotiations and managing relationships with BPO vendors in telecommunications or related industry.
  • Comprehensive health benefits
  • Life insurance
  • Voluntary lifestyle benefits
  • Financial wellbeing perks
  • Short-term incentives or sales compensation
  • Long-term incentive eligibility for director and VP positions
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Resume Examples
•
Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service