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 Financial Planning & Analysis Manager 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.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness
