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: