Operations Manager - Finance

Responsibilities

• Own annual operating budgets and rolling forecasts including labor, overtime, training, technology, and overhead
• Develop staffing cost models aligned to call volume, AHT, service level, shrinkage, and productivity
• Maintain performance against budget and forecast and provide variance analysis
• Generate weekly, monthly, and quarterly reporting
• Identify financial risks and opportunities and recommend actions
• Oversee client invoicing aligned with contractual terms and rate cards
• Support pricing, contract renewals, and financial components of negotiations
• Establish financial controls and ensure compliance with policy and GAAP
• Partner with call center leadership teams
• Promote alignment and accountability with WFM, QA, HR, and Ops
• Lead and develop finance analysts or specialists where applicable

Qualifications

• Bachelor’s in Finance, Accounting, Business, or related field
• 5+ years of progressive financial experience supporting a call center or BPO (highly preferred)
• Must be able to work onsite in Morrisville, NC (occasional hybrid work is possible after probation period)
• Strong understanding of labor-driven cost models and forecasting
• Advanced Excel modeling and reporting skills
• Demonstrated success supporting fast-paced operations
• Ability to communicate financial insight to non-finance audiences
• Analytical and problem-solving skills with a focus on innovative solutions
• High attention to detail and accuracy in complex tasks and deliverables
• Ability to influence without authority through strong communication and credibility
• Collaboration and business partnership across diverse teams and stakeholders
• Results orientation with a commitment to achieving measurable outcomes
• Client invoicing or contract-based pricing experience preferred
• Familiarity with WFM, financial systems, and call center reporting platforms preferred