BPO Service Delivery Director

Summary

Reporting directly to the owner and CEO, this role leads and leads and manages the San Antonio site, consisting of 100-150 people responsible for daily operations supporting active BPO campaigns on behalf of clients. The BPO Director is responsible contracted scope(s) of work supporting sales support operations, technical project management, and level 1-3 technical and cybersecurity operations and support. Top clients typically align with wireless telecommunications and DoD space. The Center Director will be responsible for workforce management, performance management, reporting, and actively managing budgets to meet client success metrics and profitability requirements. This role will require a strong and energetic leader with proven people management abilities and demonstrated performance management ability. Knowledge of DoD requirements and/or experience in the telecommunications industry an absolute plus. Must be familiar and highly competent at orchestrating and managing a high volume of daily calls and web based interactions.

Must Have

• 5-8 years of experience leading high-volume teams and directly managing people leaders to execute on client SOWs.
• Strong experience in leading complex and concurrent endeavors (Agile and/or Waterfall Methodologies).
• Ability to influence others and collaborate with various stakeholders.
• Ability to orchestrate workforce requirements under high touch, high volume requirements.
• Excellent organizational & communication skills and be able to work with a sense of urgency.
• The ability to work effectively under extreme time constraints and deliver against critical deadlines.
• Does not require direct supervision; able to take high level direction and execute on scope and agreed client deliverables on time and within budget.
  
  

Nice To Have

• Telecommunications and/or DoD experience supporting sales support, technical support, and technical project management (Highly Recommended).
• Experience with Smartsheets and Google docs.
• MBA with a leadership concentration and 5-10 years’ experience in a high volume BPO environment.
  
  

Salary: $125k base (Total Compensation range of $250-$500k includes 20% Bonus Target and Private Company Equity Plan).