About the Role
The Director of Outsourcing Agent Enablement will lead the end-to-end strategy for agent readiness and performance across a large, multi-functional outsourced ecosystem. This includes oversight of training, content governance, and quality management programs supporting over 1,000 agents across 15+ lines of business.
This role will directly manage a team of 18 individual contributors and 3 managers, while collaborating closely with cross-functional stakeholders to drive long-term agent success and operational excellence.
Key Responsibilities
- Lead a team of 20+ full-time employees across Training, Content, and Quality functions to achieve agent preparedness and performance goals.
- Optimize the outsourced support ecosystem to deliver high-quality customer service and accurate operational outcomes at scale.
- Design and maintain frameworks leveraging iterative learning systems, knowledge management best practices, and quality assurance programs to drive continuous improvement.
- Establish scalable processes to ensure agent guidance across complex workflows remains accurate, current, and comprehensive.
- Execute training and enablement strategies for outsourced partners (e.g., BPOs), focusing on improving agent efficiency, responsiveness, and overall support quality.
- Develop and implement a modular, scalable knowledge management system that is easy to update and integrates with various technology platforms.
- Partner with operations leaders to support outsourcing initiatives, building agile systems (manual and automated) that deliver value with minimal turnaround time.
- Foster a culture of collaboration, data-driven decision-making, and operational excellence across business, content, and technology teams.
Requirements
Core Qualifications
- Proven track record of solving complex, customer-facing challenges, developing strategic roadmaps, and executing plans that deliver measurable business impact.
- 10+ years of experience in BPO, outsourcing enablement, or related operational leadership roles.
- Strong collaboration and decision-making skills, with the ability to balance data-driven insights and sound judgment.
Additional Qualifications
- Experience designing and scaling systems and processes for large outsourcing operations, particularly in digital or internet-based businesses.
- Ability to operate effectively within a matrixed organizational structure.
- Demonstrated success leading and developing cross-functional teams across multiple disciplines.
- Strong interpersonal skills with a history of building effective relationships across diverse teams and stakeholders.