Business Finance Manager, BPO Experience

Job Description:

  • Prepare and manage monthly financial forecasts, variance analysis, and performance reports
  • Analyze revenue and cost drivers, linking call center metrics (AHT, SLAs, Occupancy, Shrinkage, Attrition, etc.) to financial outcomes
  • Develop financial models to evaluate the impact of operational and workforce decisions on profitability
  • Partner with Operations, Workforce Management, and HR teams to align staffing and productivity with financial goals
  • Track and report business KPIs across clients, projects, and delivery centers
  • Provide insights and recommendations to maximize revenue realization and margin improvement
  • Support pricing, costing, and profitability analysis for existing and new client engagements
  • Drive accountability for budget adherence across cost centers and client programs
  • Collaborate with cross-functional teams to identify cost optimization opportunities and operational efficiencies

Requirements:

  • Minimum 5 years of experience in Business Finance / FP&A within a BPO or Call Center environment
  • Strong analytical and quantitative skills
  • Deep understanding of call center metrics such as AHT, SLA, FTE efficiency, Attrition, and Absenteeism
  • Advanced Excel and financial modeling skills; experience with BI/reporting tools such as Power BI or Tableau is an advantage
  • Excellent communication skills with the ability to present complex data to non-finance stakeholders
  • Capable of working independently in a fully remote environment supporting US time zones
  • Detail-oriented, proactive, and able to manage multiple deliverables under tight timelines

Benefits:

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