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 cooperative, 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

Strategic Forecasting & Vendor Alignment

Analyze seasonal trends, historical contact volumes,



and business growth drivers to forecast multi-channel demand and capacity requirements over 12–18 month horizons.
Incorporate third-party (BPO) capacity assumptions, contractual commitments, and ramp timelines into long-term forecasts.
Collaborate with vendor WFM teams to validate forecast inputs, challenge assumptions, and ensure alignment on workload distribution across internal and outsourced teams.

Budget Optimization & Vendor Strategy

Partner with Finance, Operations, and Procurement to align hiring and vendor strategies with budgetary targets.
Evaluate and optimize the balance between in-house staffing and outsourced capacity, identifying opportunities to reduce overtime, minimize vendor overages, and improve cost efficiency.
Provide recommendations on vendor utilization, ramp-up/down strategies, and contract efficiency based on forecasted demand.

Integrated Workforce Planning (Internal + Third-Party)

Work close

📌 Advanced Specialist, BPO Management (India)
🏢 Pearson
📍 India