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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in financial analysis, including developing complex financial models and conducting profitability analyses. Proficient in utilizing business intelligence tools and advanced Microsoft Excel to support operational and commercial evaluations.
Highest-signal resume keywords
Financial AnalysisComplex Financial ModelingProfitability AnalysisBusiness Intelligence ToolsAdvanced Microsoft Excel
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Financial AnalysisBusiness Performance ManagementOperational AnalyticsProfitability AnalysisCost-to-Serve MethodologiesForecastingPricing SupportData AnalyticsScenario AnalysisBudgeting
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsAbility to Manage Multiple PrioritiesCollaboration
Tools & Technologies
Microsoft ExcelPower BIPowerPointBusiness Intelligence Tools
Industry Keywords
Contact Center OperationsService Delivery ModelsWorkforce EconomicsPerformance DriversFinancial Reporting
About the role
Key responsibilities & impact- Develop and maintain service economics models for Contact Center operations and commercial activities
- Analyze service utilization, staffing models, operational performance, and cost structures
- Support commercial evaluations for client opportunities, renewals, service modifications, and contract changes
- Evaluate financial implications of contractual arrangements and service models
- Monitor profitability trends, service performance, and revenue realization
- Develop and maintain commercial and financial reporting
- Support annual operating plans, forecasts, and long-range financial projections
- Analyze monthly financial performance and communicate variance impacts to leadership
- Develop financial models and scenario analyses for operational initiatives, strategic investments, and business opportunities
- Perform profitability, contribution margin, and cost-to-serve analyses
- Support business cases for new offerings, technology investments, automation initiatives, and operational enhancements
- Collaborate with Finance, Operations, Commercial Operations, Sales Support, and leadership teams
- Support process improvement initiatives
- Identify performance risks, operational challenges, and improvement opportunities
- Serve as a trusted analytical advisor to leadership
- Report and manage risks within the scope of work, including Information Security risks
- Ensure exceptional service to internal and external clients and support company values and objectives
Requirements
What you’ll need- Bachelor’s degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent combination of education and experience required
- Five to seven years of experience in financial analysis, business performance management, operational analytics, commercial finance, or related disciplines
- Experience supporting pricing, forecasting, profitability analysis, or financial performance management
- Experience developing complex financial models and analytical frameworks
- Experience working with large datasets and business intelligence tools
- Advanced Microsoft Excel skills required
- Strong understanding of financial analysis, budgeting, forecasting, business performance management, profitability analysis, and cost-to-serve methodologies
- Ability to connect operational metrics to financial outcomes and business performance
- Strong analytical and problem-solving skills
- Understanding of contact center operations, workforce economics, service delivery models, and performance drivers
- Ability to evaluate business opportunities and provide objective recommendations
- Strong communication skills for technical and non-technical audiences
- Ability to manage multiple priorities while maintaining quality and accuracy
- Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and other analytical tools
- Regular and reliable attendance
- This role is currently not eligible for sponsorship
Benefits
Comp & perks- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment
- Psychological safety, wellbeing and belonging