Advanced Specialist – BPO Management

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Analyze seasonal patterns, historical contact volumes, and business growth factors to predict multi-channel demand and capacity needs for the next 12–18 months.

• Integrate third-party (BPO) capacity assumptions, contractual obligations, and ramp-up timelines into long-term forecasts.

• Collaborate with vendor workforce management (WFM) teams to validate forecasting inputs, challenge assumptions, and ensure workload distribution alignment between internal and outsourced teams.

• Partner with Finance, Operations, and Procurement to synchronize hiring and vendor strategies with budgetary goals.

• Assess and optimize the equilibrium between in-house staffing and outsourced capacity, pinpointing opportunities to decrease overtime, limit vendor overages, and enhance cost efficiency.

• Work closely with internal WFM and third-party WFM teams to convert long-term capacity plans into actionable hiring, scheduling, and vendor staffing strategies.

• Ensure uniform planning methodologies, assumptions, and KPIs are applied across both internal and outsourced teams.

• Facilitate regular planning sessions (weekly/monthly) with vendor partners to review staffing plans, forecast accuracy, and capacity risks.

• Monitor service levels, shrinkage (absenteeism, training, breaks), occupancy, and adherence within both internal and vendor operations.

• Collaborate with vendor WFM teams to identify performance gaps and implement corrective measures.

• Ensure third-party teams operate within established SLAs, contractual obligations, and productivity targets.

• Develop “what-if” models to assess the operational and financial implications of new product launches, marketing campaigns, seasonality, or unexpected volume increases.

• Incorporate vendor scalability limitations, geographic distribution, and ramp timelines into scenario planning.

• Proactively identify risks associated with vendor capacity, attrition, or delivery challenges, and suggest mitigation strategies.

• Cultivate strong working relationships with third-party WFM leaders and analysts, serving as the primary liaison for planning and forecasting alignment.

• Lead regular governance meetings with vendors to review:

• • Forecast accuracy
• • Staffing plans and hiring progress
• • SLA performance
• • Capacity risks and mitigation strategies

• Drive continuous improvement initiatives with vendor partners to boost forecasting accuracy, scheduling efficiency, and reporting consistency.

• Develop and maintain dashboards and executive-level reporting that provide visibility into:

• • Capacity gaps (internal vs vendor)
• • Hiring pipelines and vendor ramp progress
• • Forecast accuracy and variance analysis
• • Cost and efficiency metrics

• Deliver clear and actionable insights to senior leadership to support data-driven decisions regarding workforce and vendor strategy.

⛳️ Requirements

• 3–5 years of experience in call center operations, workforce management, capacity planning, or forecasting.

• Experience collaborating with third-party service providers (BPOs) and working with external WFM teams is highly preferred.

• Advanced proficiency in Excel (including pivot tables, macros, and financial and capacity models).

• Hands-on experience with WFM platforms (e.g., NICE, Genesys, Verint), particularly in environments that integrate vendor operations.

• Experience in developing multi-site/multi-vendor capacity models and forecasting scenarios.

• Strong ability to translate complex datasets into straightforward workforce strategies for both internal and outsourced environments.

• Skilled in recognizing trends, risks, and optimization opportunities regarding cost and performance.

• Proven capability to collaborate across various stakeholder groups, including senior leadership and external vendor partners.

• Strong influencing skills to drive alignment and accountability in cross-organizational and third-party contexts.

• Ability to present intricate analyses in a clear, concise, and actionable manner.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development

• Remote work options