NTT

4 months ago

BPO Director

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead the strategy, governance, and day-to-day performance of outsourced BPO operations across multiple sites and geographies. Own BPO partner relationships, drive KPI and SLA performance across key customer and operational metrics, and run regular business reviews to implement improvements. Partner with Workforce Management, Quality, Training, and CX teams to ensure consistent service delivery, while using data analytics to forecast needs and drive continuous improvement.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead the strategy, governance, and day-to-day performance of BPO operations.
•Manage multi-site, multi-country BPO vendor relationships aligned to 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.
•Use data analytics to identify trends, forecast needs, and drive continuous improvement.

Pay and Benefits

Salary: 112,000

Perks:Health InsuranceDentalVision401kPaid TimeLife InsuranceDisabilityEmployee AssistanceFlexible Spending

Key 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 experience.
•Excellent analytical, problem-solving, and data interpretation skills.

Experience:8+ years

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingAnalytical thinkingData interpretation

Certifications:ATDCPTDSix Sigma

Tech Stack:2-Factor AuthenticationEthernet

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT