Senior Analyst - Vendor Strategy, Financial Ops & Workforce Analytics - Remote

Overview

This role supports a critical function within the Global Vendor Strategy & Partner Management organization, responsible for ensuring financial integrity, operational alignment, and performance oversight across a large-scale call center outsourcing portfolio. The Senior Analyst is an individual contributor with advanced analytical responsibilities and a high degree of autonomy, managing complex financial and operational workflows including vendor invoice validation, forecasting, accrual development, and reconciliation.

Responsibilities

Vendor Financial Oversight & Controls

• Lead end-to-end vendor invoice validation, reconciliation, and issue resolution, ensuring accuracy and adherence to contractual agreements
• Develop and manage accruals, forecasts, and financial projections using operational data, workforce inputs, and contract structures
• Establish and maintain scalable financial controls and reconciliation processes to improve transparency, consistency, and audit readiness
• Identify, investigate, and resolve discrepancies across multiple data sources such as vendor reporting, workforce management systems, and financial systems

Advanced Analytics & Modeling

• Design and maintain advanced AI-driven financial and operational models to support cost forecasting, capacity planning, and performance tracking
• Translate workforce planning inputs (e.g., Erlang modeling, IEX outputs) into financial implications and business insights
• Build advanced models, calculators, templates, and simulations integrating statistical methods with AI/ML algorithms
• Leverage automation and advanced analytics techniques to improve data accuracy, efficiency, and scalability of reporting processes

Business Strategy & Insight Delivery

• Synthesize complex datasets into clear, executive-ready insights to support short-term operational decisions and long-term planning
• Present findings and recommendations to stakeholders across Finance, Operations, and Vendor Management functions
• Support business case development, vendor strategy initiatives, and operational planning activities
• Serve as a key analytical resource bridging strategy, planning, and execution across cross-functional teams

Contracting & Vendor Performance Support

• Develop subject-matter expertise in vendor contracts and Statements of Work (SOWs), ensuring financial outputs align with contractual terms
• Support contract development through pricing analysis, financial modeling, and performance metric design
• Conduct regular vendor calibrations and performance discussions to ensure alignment and continuous improvement
• Identify cost optimization opportunities and performance improvement actions across vendor engagements

Process Improvement & Execution Excellence

• Evaluate existing processes and identify opportunities to improve data integrity, reporting accuracy, and operational efficiency
• Develop and implement scalable solutions to address complex, non-standard business challenges
• Operate with minimal guidance while managing multiple priorities and delivering high-quality outputs in a fast-paced environment
• Influence stakeholders and provide guidance to peers through expertise and analytical insight

Requirements

• 5+ years of experience in financial analysis, forecasting, reconciliation, and/or budgeting within complex operational environments
• Experience in call center operations, workforce management, or vendor management environments
• Advanced proficiency in Excel and financial modeling
• Experience working with workforce management tools (e.g., IEX) and operational reporting systems
• Proven problem-solving skills with experience managing multiple priorities and resolving data discrepancies
• Demonstrated ability to communicate complex analysis clearly and effectively to diverse stakeholders
• Experience working cross-functionally with internal and external partners

Preferred Qualifications

• Experience interpreting vendor contracts and translating requirements into operational and financial models
• Experience with Genesys or call routing optimization platforms
• Background in process improvement, automation, or advanced analytics techniques
• Willingness to adhere to the organization's Telecommuter Policy if working remotely

Compensation & Benefits

• Salary range: $91,700 to $163,700 annually based on full-time employment
• Pay is based on factors including local labor markets, education, work experience, and certifications
• Comprehensive benefits package including incentive and recognition programs, equity stock purchase, and 401(k) contributions (subject to eligibility requirements)

Location

• Remote work available from anywhere within the U.S.
• For hires in Minneapolis or Washington, D.C. areas, a minimum of four days per week in-office work is required

Additional Information

• This position requires passing a drug test prior to employment
• Equal Employment Opportunity employer compliant with applicable laws and regulations
• Commitment to diversity, equity, and inclusion in the workplace