Contact Center Commercial Performance Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75.8k - $96.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Develop and maintain service economics models for Contact Center operations and commercial activities • Analyze service utilization, staffing models, operational performance, and cost structures • Support commercial evaluations for client opportunities, renewals, service modifications, and contract changes • Evaluate financial implications of contractual arrangements and service models • Monitor profitability trends, service performance, and revenue realization • Develop and maintain commercial and financial reporting • Support annual operating plans, forecasts, and long-range financial projections • Analyze monthly financial performance and communicate variance impacts to leadership • Develop financial models and scenario analyses for operational initiatives, strategic investments, and business opportunities • Perform profitability, contribution margin, and cost-to-serve analyses • Support business cases for new offerings, technology investments, automation initiatives, and operational enhancements • Collaborate with Finance, Operations, Commercial Operations, Sales Support, and leadership teams • Support process improvement initiatives • Identify performance risks, operational challenges, and improvement opportunities • Serve as a trusted analytical advisor to leadership • Report and manage risks within the scope of work, including Information Security risks • Ensure exceptional service to internal and external clients and support company values and objectives

🎯 Requirements

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent combination of education and experience required • Five to seven years of experience in financial analysis, business performance management, operational analytics, commercial finance, or related disciplines • Experience supporting pricing, forecasting, profitability analysis, or financial performance management • Experience developing complex financial models and analytical frameworks • Experience working with large datasets and business intelligence tools • Advanced Microsoft Excel skills required • Strong understanding of financial analysis, budgeting, forecasting, business performance management, profitability analysis, and cost-to-serve methodologies • Ability to connect operational metrics to financial outcomes and business performance • Strong analytical and problem-solving skills • Understanding of contact center operations, workforce economics, service delivery models, and performance drivers • Ability to evaluate business opportunities and provide objective recommendations • Strong communication skills for technical and non-technical audiences • Ability to manage multiple priorities while maintaining quality and accuracy • Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and other analytical tools • Regular and reliable attendance • This role is currently not eligible for sponsorship

🏖️ Benefits

• Competitive wages • Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care • Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and Well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program • Remote-first, flexible environment • Psychological safety, wellbeing and belonging