The OpportunityThe
Contact Center Commercial Performance Manager serves as a strategic business partner and primary analytical resource for Contact Center service economics, profitability analysis, service model design, and pricing evaluations. This role is responsible for analyzing the financial, operational, and commercial performance of the Contact Center business; supporting financial planning, forecasting, profitability management, business performance reporting, and commercial decision-making; and developing financial and service economics models that support Contact Center offerings, client solutions, and commercial structures. Working closely with Contact Center leadership, Finance, Commercial Operations, Contracts & Billing, Proposal Support, and Service Delivery teams, the position provides data-driven insights, pricing recommendations, profitability assessments, and business case analysis to optimize operational efficiency, support sustainable growth, improve financial performance, and ensure alignment between service offerings, operational execution, and organizational objectives.
Day in the LifeService Economics & Commercial Analysis- Develop and maintain service economics models that support decision-making across Contact Center operations and commercial activities.
- Analyze service utilization, staffing models, operational performance, and cost structures to identify optimization opportunities.
- Support commercial evaluations for client opportunities, renewals, service modifications, and contract changes through financial and operational analysis.
- Partner with Contracts & Billing teams to evaluate financial implications of contractual arrangements and service models.
- Monitor profitability trends, service performance, and revenue realization to identify risks and opportunities.
- Assist in development and maintenance of commercial and financial reporting related to service offerings, margins, and operational performance.
Business Performance & Financial Analysis- Support development of annual operating plans, forecasts, and long-range financial projections.
- Analyze monthly financial performance, identify drivers of variances, and communicate impacts to leadership.
- Develop financial models and scenario analyses to evaluate operational initiatives, strategic investments, and business opportunities.
- Perform profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services.
- Support business case development for new offerings, technology investments, automation initiatives, and operational enhancements.
- Evaluate financial and operational impacts of changing business conditions and provide recommendations to leadership.
Performance Intelligence & Analytics- Assist with the development of annual operating plans, forecasts, and long-range financial projections in partnership with business and finance teams.
- Support the analysis of monthly financial performance, helping identify key variance drivers and summarize impacts for leadership review.
- Contributes to financial modeling and scenario analysis efforts to assess operational initiatives, strategic investments, and business opportunities.
- Partner with cross-functional stakeholders to support profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services.
- Provide analytical support for business case development related to new offerings, technology investments, automation initiatives, and operational enhancements.
- Assist in evaluating the financial and operational impacts of changing business conditions and help develop recommendations for leadership consideration.
Strategic Partnership & Continuous Improvement- Collaborate with Finance, Operations, Commercial Operations, Sales Support, and leadership teams to improve business processes, reporting capabilities, and decision-making.
- Support process improvement initiatives that enhance efficiency, profitability, reporting accuracy, and business transparency.
- Identify performance risks, operational challenges, and improvement opportunities and provide data-driven recommendations.
- Serve as a trusted analytical advisor to leadership by providing objective financial and operational insight.
- Perform other duties as assigned.
Education- Bachelor's degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent combination of education and experience required.
- Advanced degree or professional certification preferred
Experience- 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.
- Experience supporting service-based, contact center, BPO, financial services, SaaS, or recurring revenue business models strongly preferred.
- Experience with operational performance reporting and KPI management preferred.
- Advanced Microsoft Excel skills required.
- Experience with Power BI, Tableau, Qlik, or similar visualization platforms preferred
Knowledge, Skills & Abilities- 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 with the ability to synthesize complex data into actionable insights.
- Understanding of contact center operations, workforce economics, service delivery models, and performance drivers.
- Ability to evaluate business opportunities and provide objective recommendations based on financial and operational impacts.
- Strong communication skills with the ability to present findings and recommendations to technical and non-technical audiences.
- Ability to manage multiple priorities while maintaining a high degree of quality and accuracy.
- Strong collaboration and relationship-building skills across all organizational levels.
- Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, and other analytical tools.
- Demonstrates curiosity, business acumen, strategic thinking, and a continuous improvement mindset
Additional Essential Functions & Responsibilities- Regular and reliable attendance.
- Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring, and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
- Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
Service Standards- Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what's right for credit unions.
- Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
- Support a workplace where every employee feels valued, respected, and connected.
- Perform job duties within the company's policies, procedures, service standards and the state and federal laws.
Pay Equity$75,800.00 - $96,700.00
Actual Pay will be adjusted based on experience and other job-related factors permitted by law.
Great Work/Life 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
- Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions
