BPO Director

About the role

NTT DATA seeks a BPO Director to lead strategy, performance, and operational excellence. This is a high-impact leadership position for someone who thrives in a fast-paced, data-driven, customer-focused environment.

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.

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.

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.

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills

Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Pay

The pay for this role is $112,000 Salary.

Schedule

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

Qualifications

Must Live in Continental United States

Skills