Director of BPO Field Operations

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform that unifies payroll, HR, workforce management, time and attendance, benefits, and talent management into a single application. Delivered as a software-as-a-service solution, Dayforce is used by employers to manage the employee lifecycle, payroll processing, scheduling, and regulatory compliance across locations.

📋 Description

• The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network • Ensures that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization • Owns vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training, and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers • Serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency • Develops and executes the long-term strategy for ClearCaptions' outsourced field service network • Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand • Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement • Identifies, evaluates, and onboards BPO field service providers • Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees • Develops compensation models and incentive structures that align vendor performance with company objectives • Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards • Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization • Develops vendor scorecards and reporting mechanisms to measure installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation • Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place • Designs and maintains a comprehensive training and certification program for outsourced field technicians • Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians • Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations • Ensures vendor leadership actively coaches and develops field technicians using ClearCaptions standards • Ensures all BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements • Partners with Compliance and Quality teams to identify and address performance gaps and develops compliance monitoring and audit programs • Develops scheduling, dispatching, and workforce planning standards for outsourced partners • Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment • Drives continuous improvement initiatives focused on quality, customer experience, productivity, and reducing operational friction to improve installation efficiency • Owns BPO field service economics and performance • Manages vendor costs and ensures outsourced installation costs remain competitive with Direct installation costs where practical • Identifies opportunities to improve efficiency while maintaining service quality • Develops reporting and forecasting to support financial planning and operational decision-making • Performs other duties as assigned

🎯 Requirements

• Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field • Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks • Minimum five (5) years' experience leading multi-site or geographically dispersed teams • Proven experience negotiating and managing vendor contracts and service agreements • Experience with workforce planning, capacity management, forecasting, and budget accountability • Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes • Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes • Experience developing training, certification, and performance management programs • Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements • Ability to plan and manage both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies • Excellent verbal and written communication skills, relationship management, and presentation skills • Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes • Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment • Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality • Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel • Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack)

🏖️ Benefits

• Reasonable accommodations for qualified individuals with documented disabilities to enable them to perform • Travel required, approximately 10% of the time, which may include overnight travel.