BPO Senior Director
NTT DATA, Inc., Plano, TX, United States
Position Summary
We’re seeking an experienced BPO Sr. Director to lead the strategy, performance, and operational excellence for NTT DATA’s BPO operations in Plano, Texas. The director will own relationships with BPO partners, drive exceptional customer experience, and ensure operational efficiency across multiple sites and geographies.
Must Live in Continental United States.
Compensation Salary: $179,000 per year.
Benefits: eligible for medical, dental, vision, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, 401(k) program with company match, and additional voluntary or legally required benefits.
Key Responsibilities
Lead the strategy, governance, and day-to-day performance of 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.
Required Qualifications
8 years of leadership experience in BPO operations.
10 years of direct BPO Claims Operations Management.
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.
Enrollment Operations experience.
Medial Claims experience.
Preferred Skills
Certifications in training or learning (e.g., ATD, CPTD, Six Sigma).
Experience with high-volume hiring and onboarding in BPO settings.
Remote Working and Technology Requirements
Remote employees must provide their own high-speed internet access (≥ 50 Mbps) with a hard-wired Ethernet connection; Wi‑Fi and mobile connections are prohibited.
NTT DATA will provide a computer and headset; employees are responsible for care and return of equipment.
Technology equipment must be maintained. Failure to return may result in collection actions.
Technical Performance and Issue Tracking
Remote employees must monitor technical issues and downtime; chronic connectivity issues may result in status changes.
Remote Workspace Standards
Dedicated, professional, permanent workspace free of distractions and interruptions.
Workspace must be the same location consistently, unless prior approval and notification to management is obtained.
Employment Eligibility Must pass a drug screen, background check with education check and employment verification check.
Equal Employment Opportunity 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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Must Live in Continental United States.
Compensation Salary: $179,000 per year.
Benefits: eligible for medical, dental, vision, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, 401(k) program with company match, and additional voluntary or legally required benefits.
Key Responsibilities
Lead the strategy, governance, and day-to-day performance of 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.
Required Qualifications
8 years of leadership experience in BPO operations.
10 years of direct BPO Claims Operations Management.
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.
Enrollment Operations experience.
Medial Claims experience.
Preferred Skills
Certifications in training or learning (e.g., ATD, CPTD, Six Sigma).
Experience with high-volume hiring and onboarding in BPO settings.
Remote Working and Technology Requirements
Remote employees must provide their own high-speed internet access (≥ 50 Mbps) with a hard-wired Ethernet connection; Wi‑Fi and mobile connections are prohibited.
NTT DATA will provide a computer and headset; employees are responsible for care and return of equipment.
Technology equipment must be maintained. Failure to return may result in collection actions.
Technical Performance and Issue Tracking
Remote employees must monitor technical issues and downtime; chronic connectivity issues may result in status changes.
Remote Workspace Standards
Dedicated, professional, permanent workspace free of distractions and interruptions.
Workspace must be the same location consistently, unless prior approval and notification to management is obtained.
Employment Eligibility Must pass a drug screen, background check with education check and employment verification check.
Equal Employment Opportunity 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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