Lead the budgeting, forecasting, and long-term planning processes for Contact Center / BPO operations. Develop and maintain financial models to analyze revenue, costs, and profitability across clients, sites, and service lines. Provide variance analysis, identify key drivers of

performance, and recommend actionable insights to leadership.

 

Partner with Operations, Workforce Management (WFM), and Business Leaders to align financial plans with staffing and capacity strategies.

 

Operational & Business Support:

• Collaborate with Workforce Management to optimize labor costs and ensure staffing efficiency.
• Evaluate cost structures, pricing strategies, and client profitability to support decision-making.
• Track and analyze key performance indicators (KPIs), including revenue per FTE, cost per call, and utilization rates.
• Support pricing and contract negotiations by modeling different scenarios and assessing financial impact.

 

Reporting & Insights:

• Prepare financial reports and dashboards for senior leadership, providing insights into trends, risks, and opportunities.
• Automate and improve financial reporting processes for increased efficiency and accuracy.
• Conduct ad hoc financial analysis to support strategic initiatives, cost-saving efforts, and business expansion plans.

 

Qualification:

• 5+ years of WFM / FP&A experience, preferably in a Contact Center, BPO, or service-oriented business.
• Strong proficiency in financial modeling, forecasting, and scenario analysis.
• Expertise in Excel, financial planning tools (Anaplan, Adaptive Insights, or similar), and BI/reporting tools.
• Experience working with Workforce Management teams and understanding of labor planning