BPO Director at NTT DATA Services (Lincoln, NE)

| Lincoln, NE
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Req ID: 207156

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Director to join our team in Lincoln, Nebraska (US-NE), United States (US).

We are currently seeking a Global Workforce Management Director for BPO and DWS business to join our team out of any Remote location, United States (US). The role reporting to Senior Director, Delivery Transformation Organization and will have responsibility for the overall enterprise leadership of workforce management group to drive: Demand and Capacity Planning, Labor Management/Productivity, Labor Management Reporting and Analytics, Contract Labor Management and Real Time Intraday Management.

Basic Qualifications:

15 years leaderships roles in BPO or Service Desk Business

10 years min in Work Force Management function

People Management experience of a global team of 8 years min.

5 years experience working with multi-level stakeholders up to/and including Sr. Management

Responsibilities:
  • Effectively Manage Forecasting process for both Volume and Staffing plan.
  • Develop a reporting which helps monitor/bridge plan vs actual performance.
  • Develop key intra-day processes & tools to help optimize SLAs and KPI's
  • Drive decisions with Real Time Monitoring teams to make real time changes in the Operations.
  • Develop goals, processes for most optimal alignment of supply (schedules) to demand (contacts) for all lines of business
  • Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
  • Coordinate with Operations, Recruiting and Finance teams to analyze historical data, headcount, Service Level and forecast demand
  • Develop Statistical Modeling to bring intelligent planning and decision making process.
  • Develop and Execute business transformation plans in the area of workforce Management.
  • More than 10+ Years experience with Workforce Management Tools in the Industry today Eg: Calabrio, Verint, Nice etc.
  • Excellent Hands on with Excel and Power Point applications.
  • Ability to think strategically and have the communication and leadership skills to follow through on development plans.
  • A solid strategic thinker, with strong operational focus, good judgment, and detail-oriented perspective.
  • Excellent work organization skills, ability to appropriately set priorities, and manage multiple projects.
  • A well organized, decisive, and self-directed individual with a strong ability to develop an organizational culture that fosters teamwork.
  • Ability to effectively diagnose situations or conditions and display excellent intuitive judgment.
  • Ability to communicate effectively with diverse groups and to deliver high quality written and verbal presentations.
  • Ability to establish strong, team-oriented relationship with co-workers.
  • Person of highest personal and professional integrity, principle and knowledge, earning respect and support when making difficult decisions and choices.
  • A high-energy individual with a strong work ethic and high expectations for performance.
  • An individual who is self-aware, capitalizing on their strengths yet recognizing when there is a need to focus on further developmental initiatives.
  • A solid strategic thinker, with strong operational focus, good judgment, and detail-oriented perspective.
  • Appreciative of and comfortable with cultural diversity.
  • An articulate and intelligent individual who values employees at all levels, treating all with dignity and respect. Someone who can relate easily to people from all walks of life, is empathetic and compassionate.
  • An individual with a contagious passion for his/her work.


For further information please email resume to either [email protected] or [email protected]

#INDBPO

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Job Segment: Manager, Consulting, Management, Technology
More Information on NTT DATA Services
NTT DATA Services operates in the Analytics industry. The company is located in Plano, TX. NTT DATA Services was founded in 2022. It has 24200 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 121 open jobs at NTT DATA Services, click here.
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