Contact Center Performance Manager

Job Summary

Serving as a strategic business partner, the full-time remote Contact Center Commercial Performance Manager will analyze financial and operational performance, develop service economics models, and provide data-driven insights to optimize profitability and support decision-making across the Contact Center operations.

Key responsibilities

• Develop and maintain service economics models to support decision-making and optimize operational performance
• Analyze financial performance, identify variance drivers, and communicate insights to leadership for strategic planning
• Collaborate with cross-functional teams to improve business processes and support profitability analyses across Contact Center services

Required qualifications

• Bachelor's degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent experience
• Five to seven years of experience in financial analysis, business performance management, or related fields
• Experience in developing complex financial models and working with large datasets and business intelligence tools
• Strong understanding of contact center operations and service-based business models
• Advanced proficiency in Microsoft Excel and experience with visualization platforms like Power BI or Tableau