Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Summary
The Manager – FP&A drives financial planning, analysis, and reporting for Contact Center/BPO operations, providing insights to optimize costs, staffing, and profitability. This role partners with Operations and Workforce Management to support strategic decision-making and ensure financial performance aligns with business goals.
Principle Accountabilities (Key Result Areas)
Financial Planning & Analysis:
- 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.
Attributes & Attitude
- Analytical
- Result oriented
- Energetic & enthusiastic
- Ability to work under high pressure
- Excellent interpersonal & communication skills
- Integrity & drive
Knowledge
- 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.
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