[Hiring] BPO Director @Trans.Appl.Group Inc. NE

Role Description

We are currently seeking a BPO Director to join our team. We’re seeking an experienced BPO Director to lead the strategy, performance, and operational excellence. In this role, you will own the relationships with our BPO partners, drive exceptional customer experience, and ensure operational efficiency across multiple sites and geographies. This is a high-impact leadership position for someone who thrives in a fast-paced, data-driven, customer-focused environment.

Must Live in Continental United States

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 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.

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.

Requirements

• 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.
• Must Pass Drug screen.
• Must Pass a background check with Education check and employment verification check.

Remote Working and Technology Requirements

• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.
• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided.
• Individuals 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.

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 the remote status changing to onsite.

Remote Workspace

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers.
• 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.
• Employees must work from the same location consistently unless prior approval is obtained.
• If a change in work location is necessary, the new location must meet all Remote Workspace and Technology Requirements.
• Notification to NTT DATA Management is required before relocating.