Director of Outsourcing Agent Enablement
Brooklyn, Ohio, United States of America
Contract
1 week ago
$55 - $66 USD
Key skills
AIAnalyticsAgileLeadership
About this role
RESPONSIBILITIES:
Kforce has a client that is seeking a Director of Outsourcing Agent Enablement in Brooklyn, NY.
Summary:
The Director of Outsourcing Agent Enablement will lead end-to-end enablement for a large, global outsourced workforce. This role oversees training, knowledge management, and quality programs to ensure scalable, high-quality customer support and operational excellence across multiple business lines.
Key Responsibilities:
* Lead and develop teams across Training, Content, and Quality
* Drive scalable agent enablement strategies for outsourced partners (BPOs)
* Implement data-driven quality, training, and knowledge management frameworks
* Ensure agent readiness, accuracy, and performance at scale
* Partner cross-functionally to improve outsourced operational outcomes
REQUIREMENTS:
* 10+ years of experience in BPO or outsourced services enablement
* Proven leadership of large, cross-functional teams
* Strong background in training, quality management, and knowledge management
* Experience building scalable processes for global operations
* Data-driven decision maker with agile leadership skills
Technical & Functional Skills:
* Actionable Analytics
* Agile Leadership
* Business Process Outsourcing (BPO)
* Knowledge Management
* People Management
* Training & Enablement
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a Director of Outsourcing Agent Enablement in Brooklyn, NY.
Summary:
The Director of Outsourcing Agent Enablement will lead end-to-end enablement for a large, global outsourced workforce. This role oversees training, knowledge management, and quality programs to ensure scalable, high-quality customer support and operational excellence across multiple business lines.
Key Responsibilities:
* Lead and develop teams across Training, Content, and Quality
* Drive scalable agent enablement strategies for outsourced partners (BPOs)
* Implement data-driven quality, training, and knowledge management frameworks
* Ensure agent readiness, accuracy, and performance at scale
* Partner cross-functionally to improve outsourced operational outcomes
REQUIREMENTS:
* 10+ years of experience in BPO or outsourced services enablement
* Proven leadership of large, cross-functional teams
* Strong background in training, quality management, and knowledge management
* Experience building scalable processes for global operations
* Data-driven decision maker with agile leadership skills
Technical & Functional Skills:
* Actionable Analytics
* Agile Leadership
* Business Process Outsourcing (BPO)
* Knowledge Management
* People Management
* Training & Enablement
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.