About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

As the BPO Management Director, you will oversee Lumen's BPO strategy, negotiations, partnerships, and performance management to ensure vendor activities align with our goals. This role will require strong strategic leadership, robust vendor management and negotiation experiences, and a focus on achieving consistent and measurable outcomes.

The Main Responsibilities

BPO strategy:

• Develop and execute a BPO strategy that supports key commercial objectives.

• Coordinate with internal stakeholders including Customer Success, Sales, and FP&A within each respective Customer Segment – LE, MM, Indirect, Wholesale and Public Sector to define the scope of Work Orders for BPO vendors.

• Manage BPO engagement budget and identify cost-saving opportunities.

• Secure executive sponsors’ approvals for BPO strategy, budget, and key decisions.

BPO negotiation, contracting and onboarding:

• Collaborate closely with internal stakeholders, including Procurement and legal, to manage RfPs, vendor selection, and negotiations.

• Lead negotiation for Statement of Work with BPO vendors, in collaboration with internal stakeholders, including Customer Segment owners, Procurement, and Legal.

• Establish and maintain strong relationships with BPO vendors to ensure alignment with Lumen’s goals and expectations.

• Award Work Orders to BPO vendors based on continuous performance evaluation.

• Lead and oversee the end-to-end onboarding process for new BPO vendors, including but not limited to training & enablement and system access.

• Develop cross-functional Change Management (CM) framework. Work with key stakeholders across the different Customer Segments, specifically in the Indirect Segment, who own the customer / partner communications strategy and plan. Ensure respective Customer Segment leads execute this CM plan.

BPO workforce management:

• Lead BPO workforce management efforts through defining and forecasting BPO demand, in collaboration with Customer Segment owners.

• Work collaboratively with BPO to ensure implementation of BPO workforce management, agent onboarding, and training plans.

• Drive BPO workforce training including training curriculum and call scripts, in collaboration with Sales Enablement team and other stakeholders.

BPO performance and relationship management:

• Define and manage SLAs, KPIs, and review cadence for BPOs.

• Oversee and evaluate BPO vendors against SLAs and KPIs, through a regular cadence of performance and strategic reviews.

• Implement the governance structure for BPO vendors, including regular performance reviews, escalation, and strategic vendor reviews.

• “Walk the floors” through site visits, when particle, to oversee the contact center operations and performance of BPO vendors.

• Manage ongoing commercial and contractual issues arising out of the relationship including invoicing issues, scope expansion, etc.

• Serve as the escalation point for any operational or performance-related issues with BPOs, ensuring timely resolution and communication with senior leadership.

BPO quality assurance:

• Define and manage quality assurance processes to enhance service quality across BPO vendors.

• Drive continuous quality assurance efforts, including but not limited to CSAT surveys, call auditing, and sentiment analysis.

• Identify risks in BPO relationships and service delivery, to proactively escalate and build mitigation plans.

What We Look For in a Candidate

• Bachelor’s degree in business, operations management, or a related field; MBA preferred.

• 10+ years of experience in BPO strategy design, negotiation, onboarding, performance management, and BPO relationship management, or a similar role, with at least 5 years in a leadership capacity.

• Experience in telecommunications or related industry preferred, with experience in leading negotiations and managing relationships with BPO vendors.

• Strong negotiation skills and ability to lead contractual negotiations with BPO vendors.

• Proactive leader with a strong bias-to-action and ability to drive rapid execution.

• Strong strategic thinking skills, detail-oriented with strong organizational abilities.

• Proven flexible team player with excellent communication skills to foster effective relationships with internal teams and external BPO vendors.

• Strong financial acumen and ability to manage budgets, analyze financial performance, and drive cost savings.

• Excellent verbal and written communication skills in English; proficiency in other languages is advantageous.

• Ability to conduct site visits, through travel domestically and internationally, as needed.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$149,084 - $198,779 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$156,539 - $208,718 in these states: CO HI MI MN NC NH NV OR RI

$163,993 - $218,657 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Benefits (https://www.lumenbenefits.com/httpdocs2/index.html)

Bonus Structure

Requisition #: 336131

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

12/24/2024