Advanced Specialist - BPO Management
On-siteMandaluyong City, Metro Manila, Philippines
EXPIREDMandaluyong City, Metro Manila, PhilippinesOn-siteFull TimeEducational ServicesEnterprise
Full TimeEnterpriseEducational Services
Job Summary
Advanced Specialist - BPO Management responsible for strategic forecasting, vendor alignment, budget optimization, and integrated workforce planning across internal and third-party WFM teams to ensure service levels are met while optimizing both internal and outsourced labor costs. Collaborates with Finance, Operations, and Procurement, and coordinates with external WFM partners to translate capacity plans into hiring and vendor strategies, validate forecasts, monitor SLAs, and drive cost efficiency across internal and outsourced delivery channels.
Required Qualifications
- 3–5 years in call center operations, workforce management, capacity planning, or forecasting
- Experience with third-party service providers (BPOs) and collaborating with external WFM teams is strongly preferred
- Advanced proficiency in Excel (pivot tables, macros, financial and capacity models)
- Hands-on experience with WFM platforms (e.g., NICE, Genesys, Verint), including environments that integrate vendor operations
- Experience building multi-site / multi-vendor capacity models and forecast scenarios
- Analytical & Problem-Solving Skills
- Communication & Stakeholder Management
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