Director of BPO & Workforce Analytics

Jobtailor; Kansas; On-site; USD 140,000 - 210,000; Full time

Job summary

Jobtailor is seeking an executive to lead Customer Service operations, BPO governance, and workforce strategy in a high-volume setting in the United States. The role focuses on analytics, performance reporting, and technology roadmaps across WFM, CRM, IVR, and chat platforms.

You will oversee budgeting, vendor relationships, and ROI analyses to drive operational excellence and customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 10+ years in workforce management, contact center ops, or related fields.
• 5+ years of people leadership leading managers or large teams.
• Financial acumen including budgeting and ROI analysis.
• Strong knowledge of customer service tech (AWS Connect, NICE etc.).
• Experience governing BPO/vendor relationships and SLAs.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams.
• Set direction for customer service reporting and analytics.
• Develop leadership dashboards covering performance metrics across operations.
• Oversee workforce planning, staffing models, capacity, and forecasting.
• Govern BPO contracts, invoices, and renewals with Legal and Finance.
• Lead BPO performance management including SLA, quality, and productivity.
• Shape customer service technology roadmap across WFM, CRM, IVR, chat.
• Prepare and manage department budget; drive ROI for tech investments.

Skills

Workforce Management

BPO/Vendor Management

Customer Service Technology

Financial Acumen

Performance Reporting

Stakeholder Management

Change Leadership

Talent Development

Communication

Influencing

Education

Bachelor’s degree or equivalent relevant work experience

Tools

AWS/Amazon Connect

NICE Workforce Management

CRM Systems

IVR

Chat Platforms

Call Routing

Reporting Tools

Digital Self-Service Technologies

Job description

Jobtailor is seeking an executive to lead Customer Service operations, BPO governance, and workforce strategy in a high-volume setting in the United States. The role focuses on analytics, performance reporting, and technology roadmaps across WFM, CRM, IVR, and chat platforms.

You will oversee budgeting, vendor relationships, and ROI analyses to drive operational excellence and customer satisfaction.