Contact Center Commercial Performance Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and sustain economic models for Contact Center operations and commercial endeavors.

• Examine service usage, staffing frameworks, operational efficiency, and cost structures.

• Assist in commercial assessments for client opportunities, contract renewals, service modifications, and alterations.

• Analyze the financial implications of contracts and service models.

• Track trends in profitability, service performance, and revenue generation.

• Develop and manage commercial and financial reporting mechanisms.

• Aid in the formulation of annual operating plans, forecasts, and long-term financial projections.

• Review monthly financial performance and relay variance impacts to leadership.

• Construct financial models and conduct scenario analyses for operational projects, strategic investments, and business opportunities.

• Execute profitability, contribution margin, and cost-to-serve assessments.

• Support business cases for new services, technology investments, automation projects, and operational improvements.

• Work collaboratively with Finance, Operations, Commercial Operations, Sales Support, and leadership teams.

• Contribute to process enhancement initiatives.

• Identify performance threats, operational hurdles, and areas for improvement.

• Act as a trusted analytical advisor for leadership.

• Monitor and manage risks relevant to the scope of work, including Information Security risks.

• Ensure outstanding service to both internal and external clients while upholding company values and objectives.

⛳️ Requirements

• Bachelor’s degree in Finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or a related combination of education and experience is required.

• Five to seven years of experience in financial analysis, business performance management, operational analytics, commercial finance, or related fields.

• Experience in supporting pricing strategies, forecasting, profitability analysis, or financial performance management.

• Proficient in developing intricate financial models and analytical frameworks.

• Experience with substantial datasets and business intelligence tools.

• Advanced skills in Microsoft Excel are required.

• Comprehensive understanding of financial analysis, budgeting, forecasting, business performance management, profitability analysis, and cost-to-serve methodologies.

• Capability to link operational metrics to financial outcomes and overall business performance.

• Excellent analytical and problem-solving abilities.

• Familiarity with contact center operations, workforce economics, service delivery models, and performance drivers.

• Ability to assess business opportunities and provide objective recommendations.

• Strong communication skills suitable for both technical and non-technical audiences.

• Competence in managing multiple priorities while ensuring quality and accuracy.

• Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and other analytical tools.

• Consistent and dependable attendance is required.

• This position is not currently eligible for sponsorship.

🏝️ Benefits

• Competitive salaries.

• Medical coverage including telemedicine services.

• Dental and Vision insurance.

• Basic and optional life insurance options.

• Paid Time Off (PTO).

• Maternity, parental, and family care leave.

• Community Volunteer Time Off.

• 12 Paid Holidays.

• Company-paid disability insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with contributions from the company.

• Flexible Spending Accounts (FSA).

• Supplemental insurance options.

• Mental health and well-being support through the Employee Assistance Program (EAP).

• Tuition reimbursement programs.

• Wellness initiatives.

• A remote-first, flexible work environment.

• Commitment to psychological safety, well-being, and a sense of belonging.