Director, Workforce & BPO Management

Jobtailor

Kansas

On-site

USD 140,000 - 210,000

Full time

3 days ago

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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

Lead Sr. Managers and Managers overseeing BPO and training teams
Attract, engage, develop, and retain talent
Set direction for Customer Service reporting and analytics
Establish and drive metrics, analytics, and performance reporting across internal and outsourced operations
Develop, maintain, and improve leadership dashboards covering operational, workforce, vendor, and customer experience performance
Oversee workforce planning strategy, staffing models, capacity plans, and forecasting methodologies
Provide Director-level oversight of Customer Service BPOs
Govern BPO contracts, amendments, and renewals with Legal, Finance, and Procurement
Manage and approve BPO invoice execution and validation
Lead BPO performance management, including service levels, quality, productivity, staffing efficiency, and corrective actions
Oversee BPO technology requirements, integrations, reporting, and security standards
Shape the customer service technology roadmap across Workforce Management, CRM, IVR, chat, and call center platforms
Lead business cases and ROI analysis for customer service technology investments
Prepare and manage the department budget
Govern service level agreements across internal teams and external BPO partners
Develop and maintain a Knowledge Center
Sponsor best practices in workforce management, customer service operations, vendor governance, and customer service technology
Promote effective use of IVR and digital self-service technologies
Serve as subject matter expert on customer service applications and oversee deployment, adoption, operational readiness, and business value
Assess business changes and their impact on call center workload and vendor demand
Develop process documentation for forecasting, resourcing, vendor oversight, and performance management
Maintain relationships with operating vendors to ensure platforms remain upgraded, stable, and aligned with business needs
Partner with IT, Finance, Legal, Procurement, and Customer Service leadership

Requirements

Bachelor’s degree or equivalent relevant work experience
10+ years of progressively responsible experience in workforce management, contact center operations, customer service operations, BPO/vendor management, operational analytics, or customer service technology
5+ years of people leadership experience leading managers, senior professionals, or large cross-functional teams
Financial acumen, including budget planning, cost management, return on investment analysis, and business case development
Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, CRM systems, IVR, chat, call routing, reporting tools, and digital self-service capabilities
Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions in a high-volume customer service or contact center environment
Experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective action planning
Ability to develop executive-level dashboards, operational insights, and performance reporting
Experience partnering with IT, Finance, Legal, Procurement, and business leaders
Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability
Strong change leadership skills
Ability to translate business strategy into operational plans, workforce strategies, vendor governance practices, and measurable outcomes
Excellent communication, influencing, and stakeholder management skills
Equivalent relevant work experience may substitute for the bachelor’s degree

Core Competencies

Demonstrates expertise in workforce management, customer service operations, and BPO/vendor management, with a strong focus on analytics, performance reporting, and technology integration. Proven ability to lead teams, develop talent, and drive operational excellence through effective governance and strategic planning.

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