The Outsource Consultants team is looking to hire a BPO Account Director! This role will focus on ensuring alignment of BPO performance with company goals, client satisfaction, and revenue growth through strategic management and collaboration. 

Applicants must demonstrate our company core values, they are; Act With Integrity, Teamwork & Partnership, Making A Positive Impact, Get Better Every Day.

If this description encompasses who you are, read below for more details and send in your application today! 

Outsource Consultants is a CX advisory firm that excels in creating strong connections between organizations, outsource contact centers, and CX technology providers. We are committed to helping our clients simplify their customer experience strategies while delivering cost savings, improved performance, and targeted business outcomes 

Position Title: BPO Account Director 

Department: BPO & Client Success

Reports to: VP of BPO & Client Success 

Location: Remote

Status: Full Time, Exempt 

Position Overview: The BPO Account Director is responsible for managing and strengthening relationships with BPO partners and clients to ensure satisfaction, retention, and growth. The role focuses on monitoring partner performance, analyzing KPIs, and facilitating vendor searches and onboarding processes. Additionally, the director builds and maintains strong relationships through regular strategy sessions, addressing concerns, and identifying growth opportunities. They also oversee reporting, CRM management, and cross-departmental collaboration while contributing to process improvements and training. Travel for onsite evaluations and performance discussions (up to 25%) is required.

Supervisory Responsibilities: None.

70% BPO Account Management:

• Partner Satisfaction and KPI Monitoring:
  • Track and analyze call center Key Performance Indicators (KPIs) to ensure quality deliverables.
  • Work directly with partners on performance management activities as needed (building scorecards, coaching behaviors toward improving performance) 
  • Facilitate vendor searches and guide teams through the selection process.
  • Collaborate with leadership to execute partner satisfaction initiatives and manage scoring/reporting processes.
• Relationship Building and Partner Development:
  • Act as the primary liaison for BPO partners to discuss KPIs, performance improvements, and client retention strategies.
  • Develop strong, proactive relationships with call center partners and key internal stakeholders.
• Data and CRM Management:
  • Maintain accurate records, scoring, and reports in the CRM system.
  • Vet, onboard, and qualify new BPO partners based on company standards.
• Training and Process Improvement:
  • Develop and deliver onboarding and ongoing training for team members.
  • Generate new ideas and refine processes to enhance the partner experience.
• Planning and Meetings:
  • Collaborate on monthly BPO partner meetings and sales presentations.
  • Participate in call center planning meetings to align on strategic goals.
  • Travel (up to 25%) for onsite evaluations and performance discussions with BPO partners.

20% Client Account Management and Growth :

• Client Strategy and Relationship Management:
  • Partner with the VP of BPO, Client Success, and Client Account Directors on strategy sessions with clients to identify growth opportunities and enhance retention.
  • Proactively build strong client relationships through strategic discussions and issue resolution.
• Goal Achievement:
  • Meet quarterly and annual KPIs related to client satisfaction, retention, and revenue growth.

10% Support and Miscellaneous:

• Cross-Department Collaboration:
  • Support sales and leadership teams with updates, documentation, and communication.
  • Assist with CRM enhancements and ensure alignment with departmental requirements.
• Process Optimization:
  • Audit received materials, maintain updated records, and recommend process improvements.
• Administrative Support:
  • Scan, file, and organize documents.
  • Maintain a clean and professional workspace.
• Other duties as assigned. 

Education:

• Bachelor’s Degree (business management and communications related degrees preferred).

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Standing, sitting and walking.
• A moderate level of bending and lifting may be required up to 25 pounds. 

Competencies (knowledge, skills, and behaviors):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to do so. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Receives a low level of guidance and direction in the role, is coachable, and demonstrates a willingness to take on any role to get the job done.
• Ability to travel up to 25% of the time. 
• Demonstrates an ambitious entrepreneurial spirit and sense of urgency with a high level of determination and persistence to achieve deadline-driven goals and results.
• Exceptional people and business management skills. Strong business acumen to understand service offerings, growth goals, strategies, and profit models.
• An assertive and persuasive personality with clear, empathetic, emotionally intelligent, and straightforward communication. Ability to build trust and respect with many other different types of communicators while being authentic. 
• Analytical thinking with excellent quantitative and superior problem-solving skills. Manage and meet deadlines as well as maintain a high quality of work. Complete and accurate data collection and reporting.
• Excellent ability to remain organized and handle multiple tasks and projects, prioritize accordingly, work and think independently, manage time effectively, high attention to detail, and be a proactive self-starter. 
• Cultivate continuous improvement and learning by contributing to best practice development and building knowledge of the organization processes. Overall intellectual curiosity to figure things out. Demonstrates the initiative to make things happen and has a positive, can-do attitude.
• Committed work ethic, punctual, dependable, competitive, and sales oriented.
• Excellent professional judgment and ability to maintain confidentiality. 
• Strong interpersonal skills and effective communication skills, including the ability to clearly communicate requests and instructions to individuals and groups both in-person and electronically (email/instant messaging) and either written or oral. Demonstrates excellent listening skills. 
• Ability to use technology to improve daily business and processes. 
• Possess flexibility and adaptability to manage changing work requirements and varying volumes of work.
• Ability to collaborate and work effectively within the assigned department and broader organization. Must be an energetic, dependable, team player with a positive attitude. 
• Maintains regular attendance and punctuality.
• Possess a personal presentation that reflects a professional image and the values of the organization which are; Act With Integrity, Teamwork & Partnership, Making A Positive Impact, Get Better Every Day.

This is an expanding role and subject to change at any time. The items listed above are not the full extent of the BPO Account Director position and additional duties may be assigned as the position adapts. 

Outsource Consultants, LLC is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, physical or mental disability, marital status, familial status, veteran status, status with regard to public assistance, membership or activity in a local commission, or any other basis protected by state or federal law or local ordinance. Outsource Consultants, LLC is an E-Verify employer. 

Administrative Experience:

• 7+ years of international vendor or account management experience in the BPO industry. 
• Experience working with clients providing inbound, outbound, and omni-channel.
• 5+ years of client relationship management experience.  
• Experience in reviewing and requesting data reports.
• Experience with calendar and task management.
• Collegiate level skill level in proofreading, spelling, grammar, and overall proficiency in business professional listening, written and verbal communication skills. 
• Ability to multitask, prioritize, be independent, manage time effectively, and be a self-starter. 

Technical Experience:

• Familiarity using Mac OS platforms and Internet/PC proficiency.
• Proficiency with CRM systems such as Zoho or Salesforce.
• Demonstrated experience with high efficiency and accuracy in typing and word processing.
• Advanced MS Word, Excel, PowerPoint, Google Mail, and Calendar experience. 
• Experience with telephone systems and conference calling.