Contact Center Commercial Performance Manager

We need to output HTML fragment with sections: h3 for headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use ul li for lists, p for prose. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate, navigation, legal, EEO, scam warning, duplicated lines, application instructions. Include only sections with real specific content. Avoid filler like "commensurate with experience". Pay and Benefits sections only if posting actually states them. The posting includes Pay Equity $75,800.00 - $96,700.00 and benefits list. So we need Pay section and Benefits section. Also maybe "Schedule"? Not present. So we omit Schedule. We need sections: About the role (maybe from "The Opportunity" paragraph). Responsibilities (list of duties). Requirements (education, experience). Qualifications? Could combine with Requirements? The instruction says use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can include those that have content. We have content for About the role (The Opportunity paragraph). Responsibilities (Day in the Life sections). Requirements (Education, Experience). Skills (Knowledge, Skills & Abilities). Benefits (list). Pay (Pay Equity). Possibly also "Qualifications" could be same as Requirements? But we can separate: Requirements could be education+experience, Qualifications could be preferred qualifications? However the posting includes "Education ... required. Advanced degree or professional certification preferred" and "Experience ... required" and "Experience ... strongly preferred". Also "Knowledge, Skills & Abilities". So we could have Requirements (education+experience required) and Qualifications (preferred). But to keep simple, we can have Requirements (education+experience) and Skills (knowledge, skills & abilities). The instruction says prefer a few substantive sections over many thin ones. So maybe combine education+experience into Requirements, and knowledge/skills into Skills. Qualifications maybe not needed. We'll include About the role, Responsibilities, Requirements, Skills, Benefits, Pay. We must not include filler like "commensurate with experience". Not present. We need to preserve all substantive information, not invent or summarize away detail. So we need to include all details from the posting, but we can format as lists. We need to remove duplicated lines: there are some repeated paragraphs (Performance Intelligence & Analytics similar to Business Performance & Financial Analysis). We need to keep content but not duplicate. We'll need to deduplicate. Let's extract content. First, About Velera description at start: "Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service." That's about the company, could be part of About the role? The heading "About the role" maybe should include description of role and company? The "The Opportunity" paragraph describes role. We'll include that as About the role. Let's capture "The Opportunity" paragraph: "The 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." That's substantive. Now Responsibilities: The "Day in the Life" sections: Service Economics & Commercial Analysis, Business Performance & Financial Analysis, Performance Intelligence & Analytics, Strategic Partnership & Continuous Improvement. Each has bullet-like sentences. We'll combine into a list of responsibilities. Let's extract each bullet: Service 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 (looks similar to above but we need to avoid duplication). Let's list its items: - 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. These are quite similar to Business Performance & Financial Analysis; many are duplicates. We should deduplicate: keep unique items. Let's compare. Business Performance & Financial Analysis items: 1. Support development of annual operating plans, forecasts, and long-range financial projections. 2. Analyze monthly financial performance, identify drivers of variances, and communicate impacts to leadership. 3. Develop financial models and scenario analyses to evaluate operational initiatives, strategic investments, and business opportunities. 4. Perform profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services. 5. Support business case development for new offerings, technology investments, automation initiatives, and operational enhancements. 6. Evaluate financial and operational impacts of changing business conditions and provide recommendations to leadership. Performance Intelligence & Analytics items: 1. Assist with the development of annual operating plans, forecasts, and long-range financial projections in partnership with business and finance teams. (similar to #1 but adds "in partnership") 2. Support the analysis of monthly financial performance, helping identify key variance drivers and summarize impacts for leadership review. (similar to #2) 3. Contributes to financial modeling and scenario analysis efforts to assess operational initiatives, strategic investments, and business opportunities. (similar to #3) 4. Partner with cross-functional stakeholders to support profitability, contribution margin, and cost-to-serve analyses across Contact Center products and services. (similar to #4) 5. Provide analytical support for business case development related to new offerings, technology investments, automation initiatives, and operational enhancements. (similar to #5) 6. Assist in evaluating the financial and operational impacts of changing business conditions and help develop recommendations for leadership consideration. (similar to #6) Thus they are essentially same. We'll keep one set, maybe from Business Performance & Financial Analysis. 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. Now also there is "Additional Essential Functions & Responsibilities" with items like regular attendance, reporting risks, etc. Those are also responsibilities but maybe generic. We should include them? They are substantive but generic. The instruction says preserve ALL substantive information; do not invent or summarize away detail. So we should include them as responsibilities as well. List: - 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. We can include these as responsibilities. Now Education and Experience: 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" We'll put these under Requirements (education+experience required) and maybe Skills for knowledge, skills & abilities. Knowledge, Skills & Abilities list: - 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 We'll put these under Skills. Benefits list: "Great Work/Life Benefits! Competitive wagesMedical with telemedicineDental and VisionBasic and Optional Life InsurancePaid Time Off (PTO)Maternity, Parental, Family CareCommunity Volunteer Time Off12 Paid HolidaysCompany Paid Disability Insurance401k (with employer match)Health Savings Accounts (HSA) with company provided contributionsFlexible Spending Accounts (FSA)Supplemental InsuranceMental Health and Well-being: Employee Assistance Program (EAP)Tuition ReimbursementWellness programBenefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions" We need to format as list items. The text is jammed; we need to split by benefits. Let's parse: - Competitive wages - Medical with telemedicine - Dental and Vision - Basic