BPO Senior Director
NTT DATA, Inc., Dallas, TX, United States
BPO Senior Director – Dallas, Texas
NTT DATA is seeking a BPO Senior Director to lead strategy, performance, and operational excellence. The role focuses on managing BPO partner relationships, driving customer experience, and ensuring operational efficiency across multiple sites and geographies.
Key Responsibilities
Lead strategy, governance, and day‑to‑day performance of operations.
Manage and influence multi‑site, multi‑country BPO vendor relationships to align with company goals.
Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy.
Conduct business reviews, negotiate performance improvements, and implement corrective action plans.
Partner with Workforce Management, Quality, Training, and CX teams to ensure service delivery consistency.
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 workflow enhancements and policy updates in collaboration with cross‑functional teams.
Champion a culture of customer excellence across the BPO network.
Required Qualifications
8 years of leadership experience in BPO operations.
Proven track record managing large‑scale outsourced teams (200+ FTE).
Strong vendor management, negotiation, and relationship‑building skills.
Excellent analytical, problem‑solving, and data interpretation abilities.
Experience managing KPIs, implementing performance improvements, and optimizing operations.
Exceptional communication and leadership skills.
Enrollment Operations.
Medical Claims.
Must live in the continental United States.
Must pass drug screen.
Must pass background check with education and employment verification.
Preferred Skills
Certifications in training or learning (e.g., ATD, CPTD, Six Sigma).
Experience with high‑volume hiring and onboarding in BPO settings.
Compensation and Benefits Annual salary: $179,000.
This position is eligible for company benefits including medical, dental, and vision insurance with employer contribution, flexible spending or health savings account, life and AD&D insurance, short‑ and long‑term disability coverage, paid time off, employee assistance, participation in a 401(k) program with company match, and additional voluntary or legally required benefits.
Remote Working and Technology Requirements
Employees must provide own high‑speed internet access at 50 Mbps or faster.
Hard‑wired ethernet connection required; Wi‑Fi, mobile, public internet connections prohibited.
NTT DATA will provide computer and headset; employees are responsible for care and return upon separation.
Failure to return equipment may result in collection actions.
New hires must have a working device for 2‑Factor Authentication; must complete FOI training and demonstrate proficiency.
Technical Performance and Issue Tracking
Management monitors all technical issues and agent downtime; consistent availability critical.
Remote employees must adhere to all technical support procedures.
Chronic connectivity issues may result in remote status changing to onsite.
Remote Workspace
Dedicated, professional workspace used daily for work.
Permanent, unencumbered location used exclusively for job duties.
Minimal distractions to avoid interference with service delivery.
Ideally isolated from other household members.
Background noise, interruptions from pets or people minimized.
Work from same location consistently unless prior approval obtained.
New location must meet remote workspace and technology requirements.
Notification to NTT DATA management required before relocating.
Equal Opportunity Employer Statement NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For Pay Transparency information and EEO rights under the law, see the relevant resources.
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Key Responsibilities
Lead strategy, governance, and day‑to‑day performance of operations.
Manage and influence multi‑site, multi‑country BPO vendor relationships to align with company goals.
Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy.
Conduct business reviews, negotiate performance improvements, and implement corrective action plans.
Partner with Workforce Management, Quality, Training, and CX teams to ensure service delivery consistency.
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 workflow enhancements and policy updates in collaboration with cross‑functional teams.
Champion a culture of customer excellence across the BPO network.
Required Qualifications
8 years of leadership experience in BPO operations.
Proven track record managing large‑scale outsourced teams (200+ FTE).
Strong vendor management, negotiation, and relationship‑building skills.
Excellent analytical, problem‑solving, and data interpretation abilities.
Experience managing KPIs, implementing performance improvements, and optimizing operations.
Exceptional communication and leadership skills.
Enrollment Operations.
Medical Claims.
Must live in the continental United States.
Must pass drug screen.
Must pass background check with education and employment verification.
Preferred Skills
Certifications in training or learning (e.g., ATD, CPTD, Six Sigma).
Experience with high‑volume hiring and onboarding in BPO settings.
Compensation and Benefits Annual salary: $179,000.
This position is eligible for company benefits including medical, dental, and vision insurance with employer contribution, flexible spending or health savings account, life and AD&D insurance, short‑ and long‑term disability coverage, paid time off, employee assistance, participation in a 401(k) program with company match, and additional voluntary or legally required benefits.
Remote Working and Technology Requirements
Employees must provide own high‑speed internet access at 50 Mbps or faster.
Hard‑wired ethernet connection required; Wi‑Fi, mobile, public internet connections prohibited.
NTT DATA will provide computer and headset; employees are responsible for care and return upon separation.
Failure to return equipment may result in collection actions.
New hires must have a working device for 2‑Factor Authentication; must complete FOI training and demonstrate proficiency.
Technical Performance and Issue Tracking
Management monitors all technical issues and agent downtime; consistent availability critical.
Remote employees must adhere to all technical support procedures.
Chronic connectivity issues may result in remote status changing to onsite.
Remote Workspace
Dedicated, professional workspace used daily for work.
Permanent, unencumbered location used exclusively for job duties.
Minimal distractions to avoid interference with service delivery.
Ideally isolated from other household members.
Background noise, interruptions from pets or people minimized.
Work from same location consistently unless prior approval obtained.
New location must meet remote workspace and technology requirements.
Notification to NTT DATA management required before relocating.
Equal Opportunity Employer Statement NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For Pay Transparency information and EEO rights under the law, see the relevant resources.
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