BPO Director

Job Overview

NTT DATA is seeking a BPO Director to lead strategy, performance, and operational excellence across multiple sites and geographies. This high‑impact leadership position requires managing BPO partner relationships, ensuring operational efficiency, and delivering exceptional customer experience.

Location: Must live in Continental United States. Salary: $112,000.

Key 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.

Qualifications

• 8 years of leadership experience in BPO operations.
• Bachelor’s degree.
• Proven track record managing large‑scale outsourced teams (200+ FTE).
• Strong vendor management, negotiation, and relationship‑building expertise.
• Excellent analytical, problem‑solving, and data interpretation skills.
• Experience managing KPIs, implementing performance improvements, and optimizing operations.
• Exceptional communication and leadership abilities.

Preferred Skills

• 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.

Additional Requirements

• Must pass drug screen.
• Must pass background check with education and employment verification.
• New hire must have a working device for 2‑Factor Authentication.
• All new hires must complete FOI training and demonstrate proficiency of the material.

Remote Working & Technology Requirements

• NTT DATA will provide a computer and headset for remote work.
• Employees 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 one’s personal dwelling or location.
• Employees are responsible for the care and security of all equipment and must return it immediately upon separation from the company.
• Failure to return equipment may result in collection actions or other consequences.

Technical Performance and Issue Tracking

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• Chronic connectivity issues or recurring downtime that impede job performance may result in a change from remote to onsite status.

Remote Workspace Requirements

• Employees must have a dedicated, professional workspace conducive to servicing customer service customers with the same quality as an onsite environment.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Ideally, the workspace is isolated from other household members and used exclusively for job duties.
• Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
• Employees must work from the same location consistently unless prior approval is obtained.
• If a change in work location is necessary, it must meet all remote workspace and technology requirements.
• Notification to NTT DATA management is required before relocating.

Equal Opportunity Employment

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.

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