Overview
This role is responsible for leading financial performance management for the Contact Center Services & Solutions (CCS&S) business unit. The position involves forecasting, performance analysis, and execution against financial plans. It serves as the primary financial partner to Contact Center leadership, translating operational activity into financial outcomes and driving actions to improve revenue, cost efficiency, and margin performance. The role ensures visibility into performance, proactively addresses risks, and capitalizes on opportunities to meet business plan targets.
Responsibilities
- Lead financial performance management for the Contact Center, monitoring and improving revenue, expense, and margin outcomes against plan
- Own and execute forecasting, planning support, and in-period performance analysis
- Translate operational drivers into actionable insights and recommended actions
- Monitor business performance against financial targets, identify risks and opportunities, and drive corrective actions with leadership
- Develop and maintain cost-to-serve models and financial frameworks to inform pricing, operational decisions, and long-term planning
- Analyze financial and operational trends to provide data-driven recommendations for profitability and efficiency improvements
- Partner cross-functionally with Operations, Finance, Pricing, and Sales to align financial targets with operational execution and client commitments
- Provide financial evaluation and decision support for business cases, investments, and new initiatives, including revenue projections, cost impacts, and return analysis
- Drive continuous improvement in financial reporting, forecasting, and performance management processes
- Serve as a key financial advisor to Contact Center leadership, influencing decisions through insights and expertise
- Perform other duties as assigned
Requirements
- Bachelor’s degree in Finance, Accounting, Economics, Business, or related field required
- 6+ years of experience in financial planning, forecasting, financial analysis, or business performance management
- Experience supporting or driving financial performance within a complex, service-based or contact center environment preferred
- Demonstrated experience in cost modeling, pricing analysis, or profitability optimization
- Experience partnering cross-functionally with Finance, Operations, and business leadership
- Proficiency working with large datasets, financial systems, and business intelligence tools
- Ability to build and maintain complex financial and cost-to-serve models
- Strong analytical skills to synthesize large datasets into actionable insights
- Understanding of how pricing, service models, contracts, and operations influence financial performance
- Strategic thinking with ability to connect near-term performance to long-term objectives
- Excellent communication skills to translate complex financial concepts to non-financial stakeholders
- Ability to influence decision-making and build strong cross-functional partnerships
- Strong problem-solving skills and ability to manage multiple priorities independently
- Advanced proficiency in Excel and experience with business intelligence tools such as Qlik or Power BI
Preferred Qualifications
- Advanced degree (MBA or similar) preferred
Additional Responsibilities
- Regular and reliable attendance
- Reporting and managing risks within the scope of work, including Information Security risks
Compensation & Benefits
- Salary range: $67,700.00 - $86,300.00 (adjusted based on experience and other job-related factors)
- Competitive wages
- Medical insurance with telemedicine
- Dental and vision coverage
- Basic and optional life insurance
- Paid Time Off (PTO)
- Maternity, parental, and family care leave
- Community volunteer time off
- 12 paid holidays
- Company-paid disability insurance
- 401(k) plan with employer match
- Health Savings Accounts (HSA) with company contributions
- Flexible Spending Accounts (FSA)
- Supplemental insurance options
- Employee Assistance Program (EAP) for mental health and well-being
- Tuition reimbursement
- Wellness program
Benefits are subject to eligibility, waiting periods, contribution, and other conditions.
Physical Demands
- Regularly required to sit, use hands to finger, handle or feel, and talk or hear
- Specific vision abilities required include close vision
- Ability to occasionally lift or move up to 25 pounds
- Reasonable accommodations available for individuals with disabilities
Location & Eligibility
- This role is not eligible for sponsorship
Equal Opportunity
The employer is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws prohibiting discrimination. Applicants are considered without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity or expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other protected group.