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BPO Director

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NTT DATA

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Location:
United States , Lincoln

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

112000.00 USD / Year
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Job Description:

The BPO Director will lead the strategy and performance of BPO operations, ensuring alignment with company goals and driving exceptional customer experiences. This is a high-impact leadership position for someone who thrives in a fast-paced, data-driven, customer-focused environment.

Job Responsibility:

  • 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

Requirements:

  • 8 years of leadership experience in BPO Leadership 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
  • Must Live in Continental United States
  • Must Pass Drug screen
  • Must Pass a background check with Education check and employment verification check
  • New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
  • All new hires will be required to successfully complete our FOI training class and demonstrate proficiency of the material

Nice to have:

  • 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
What we offer:
  • Medical, dental, and vision insurance with an 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 401k program with company match
  • Additional voluntary or legally required benefits

Additional Information:

Job Posted:
January 26, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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