Position Title
Senior Executive, Forecast & SLA Management
Report To
Assistant Manager, Contact Center Performance Management
Position Summary
This position is responsible for managing end-to-end Business Process Outsourcing (BPO) performance, contact volume forecasting, and financial governance. The incumbent will oversee seasonal and interval volume modeling to optimize staffing levels, ensure accurate billing and invoice processing, and track key performance indicators to drive operational efficiency. By leveraging data analytics and maintaining close coordination with the Finance and internal business units, this role ensures rigorous budgetary control, accurate accrual management, and the continuous improvement of BPO service delivery standards.
Key Accountability
- Demand Forecasting: Develop accurate three-month and yearly volume forecasts for Voice and Back Office channels (Email, Refunds, Queues) to support staffing and budget planning.
- Resource Planning: Analyze seasonal, daily, and interval call patterns to recommend optimal staffing requirements using Erlang C modeling.
- Financial Governance: Verify and reconcile BPO billing and invoices, ensuring accurate alignment with volume data and contract terms.
- Performance Tracking: Monitor and evaluate BPO performance against established KPIs, providing actionable insights to leadership to drive operational improvements.
- Budget & Accrual Management: Prepare monthly accruals and annual budget submissions, tracking PR/PO/GRN status to ensure financial accuracy.
- Revenue & Cost Recovery: Manage chargebacks and RDN recoveries from BPO partners and coordinate cross-departmental chargebacks for internal business units (Sales, Enrich, RMD, Amal).
- Data Integrity: Maintain and analyze failure data and service level performance through CRM systems and internal trackers.
- Internal Collaboration: Act as the primary liaison between BPO partners, IT, and Finance to resolve payment-related inquiries and process workflows.
- Reporting & Analytics: Compile and present comprehensive performance reports, identifying trends in revenue generation and agent effectiveness.
- Operational Support: Provide cross-functional support for key initiatives (SSFC, Q50, SCN) and maintain readiness for ad-hoc operational requirements.
Qualification & Working Experience
- Bachelor’s Degree in Finance, Business Administration, Statistics, Economics, or a related analytical field.
- Minimum 3–5 years of experience in Workforce Management (WFM), Contact Centre Operations, or Financial Planning and Analysis (FP&A).
Area of Experience
- Proficiency in Erlang C modeling and contact center capacity planning.
- Strong background in budgeting, accrual management, and invoice reconciliation.
- Advanced data analysis skills, particularly with Microsoft Excel (pivot tables, complex formulas, and dashboarding).
- Experience in SLA management and performance tracking within a BPO or outsourced environment.
- Demonstrated ability to collaborate with cross-functional stakeholders, including Finance and IT departments
