NTT DATA North America · 2 days ago
BPO Director
Lincoln, NE, US
Full-time
Hybrid
Director/Executive
$112K/yr - $112K/yr
8+ years expNTT DATA is a leading business and technology services provider committed to client success and responsible innovation. We are seeking an experienced BPO Director to lead strategy, performance, and operational excellence while managing relationships with BPO partners to ensure exceptional customer experience and operational efficiency.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
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
Qualification
Required
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
New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check
Preferred
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
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
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (144)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
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