AI-Driven Analytics Manager: Call Metrics & Forecasting

Optimum; New York (NY); On-site; USD 103,000 - 169,000; Full time

Job summary

Optimum's Customer Experience FP&A team is looking for a Manager, Metrics & Analytics to lead the day-to-day execution of our metrics and analytics function. This role owns call metrics reporting, P&L Oversight related to metrics, and incentive modeling for our Care and Retention organizations — and plays a key role in formalizing the financial forecasting process that supports frontline operations.

Reporting to the Sr.

Qualifications

• Bachelor’s degree in Accounting, Finance, or a related area is required.
• 4+ years of analytics, FP&A, or operations finance experience, preferably in a contact center or customer experience.
• Strong analytical and modeling skills with proficiency in Excel and operational reporting.
• Experience with call center metrics or KPIs (handle time, cost per call, volume forecasting).
• Experience leveraging AI models and tools to drive forecasting and reporting efficiency.
• Excellent communication and ability to translate data into actionable insights.

Responsibilities

• Own daily call pacing reports and call metrics reporting, including cost per call and dashboards.
• Lead call metrics guidance process with monthly variance analysis and narrative.
• Support incentive modeling for Care and Retention as programs evolve.
• Partner with Workforce Management to coordinate commitments and lock process.
• Maintain and improve reporting files and analytical infrastructure.
• Collaborate with Care and Retention leaders to understand drivers and forecast assumptions.
• Assist with strategic initiative reporting with metrics and analysis.

Skills

Analytical and modeling skills

Excel proficiency

Operational reporting experience

Call center metrics / KPIs

AI technologies experience

Effective communicator

Education

Bachelor's degree in Accounting, Finance, or a related area

Job description

Optimum's Customer Experience FP&A team is looking for a Manager, Metrics & Analytics to lead the day-to-day execution of our metrics and analytics function. This role owns call metrics reporting, P&L Oversight related to metrics, and incentive modeling for our Care and Retention organizations — and plays a key role in formalizing the financial forecasting process that supports frontline operations.

Reporting to the Sr.