Senior Financial Data Analyst

Key Responsibilities

• Support budgeting, forecasting, and long-range planning processes for Customer Care operations.
• Analyze key cost drivers, including labor, staffing models, vendor costs, and technology investments.
• Develop and maintain financial models to evaluate operational performance and support decision-making.
• Partner with finance leadership to deliver accurate and timely financial forecasts and variance analysis.
• Own and enhance reporting for call center operations, including KPIs such as call volume, handle time, service levels, and cost per contact.
• Translate operational metrics into financial insights to identify trends, risks, and opportunities.
• Prepare monthly management reporting packages and present findings to finance and operations leadership.
• Support development of dashboards and reporting tools to improve visibility into performance.
• Partner closely with Customer Care and Call Center leadership to drive cost efficiency and service excellence.
• Provide data-driven recommendations to optimize staffing models, scheduling, and resource allocation.
• Support evaluation of vendor performance and outsourcing decisions where applicable.
• Aid in identifying and executing process improvement initiatives.
• Support financial analysis and ROI evaluation for AI-driven initiatives, including chatbots and AI-assisted call center agents.
• Track performance of automation tools and compare expected vs. actual financial and operational outcomes.
• Help build business cases for new technology investments and continuous improvement initiatives.
• Collaborate with Technology and Operations teams to refine KPIs and reporting for AI effectiveness.

Qualifications

• 3–6 years of progressive experience in finance, FP&A, or related analytical roles.
• Bachelor’s degree in Finance, Accounting, Economics, or a related field required.
• Experience supporting customer operations, call centers, or service-based environments preferred.
• Strong financial modeling and analytical skills; advanced proficiency in Excel required.
• Experience with data visualization and BI tools (e.g., Tableau, Power BI) required.
• Familiarity with workforce management concepts and operational KPIs is a plus.
• Exposure to AI, automation, or technology-driven process improvements is a plus.
• Strong attention to detail with the ability to synthesize large data sets into clear insights.
• Excellent communication skills and ability to partner effectively with cross-functional teams.
• Self-starter with a proactive approach to problem-solving and continuous improvement.