Director, Workforce & BPO Management

• 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

• 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

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.

• Workforce Management
• BPO/Vendor Management
• Customer Service Technology
• Financial Acumen
• Performance Reporting

• Operational Analytics
• Capacity Planning
• Forecasting
• Performance Management
• Budget Planning
• ROI Analysis
• Contract Governance
• SLA Management
• Dashboard Development
• Process Documentation

• Change Leadership
• Communication
• Influencing
• Stakeholder Management
• Talent Development

• Customer Service Operations
• Contact Center…