**Job Title: Advanced Specialist - BPO Management**
As an **Advanced Specialist - BPO Management** , you will bridge the gap between financial forecasting and daily operations, ensuring the organization is staffed effectively to meet customer demand. This role is highly collaborative, requiring close partnership not only with internal Finance, Operations, and Workforce Management (WFM) teams, but also with WFM counterparts at third-party service providers (BPO partners).
You will analyze historical data, forecast staffing needs, and build long-term hiring and vendor capacity models to ensure service level agreements (SLAs) are consistently met while optimizing both internal and outsourced labor costs. A critical component of this role is ensuring alignment, accountability, and transparency with external WFM teams to deliver a seamless customer experience across all delivery channels.
This role is also known as **Contact Center Capacity Planner.**
**Key Responsibilities**