AI-Driven Metrics & Analytics Manager

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

Job summary

Optimum’s Customer Experience FP&A team is seeking a Manager, Metrics & Analytics to lead day-to-day metrics and forecasting for Care and Retention programs. This role partners with Care and Retention leaders and Finance Operations to translate data into actionable forecasts and insights, shaping the future of frontline decision-making and budgeting.

You will build and scale an analytics function from the ground up, with a path toward owning broader forecasting processes over time and

Qualifications

• Bachelor’s degree in Accounting, Finance, or related area.
• 4+ years of analytics, FP&A, or operations finance experience in CX or contact center is ideal.
• Strong analytical and modeling skills; proficient in Excel and operational reporting.
• Experience with call center metrics (handle time, cost per call, forecasting).
• Experience leveraging AI models/tools to improve forecasting, reporting, and analysis.

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 align commitments and lock process.
• Maintain and improve key reporting files and analytics infrastructure.
• Understand drivers with Care and Retention leaders to validate forecasting assumptions.
• Provide metrics and analytical support for strategic initiatives.

Skills

Analytical skills

Excel proficiency

Forecasting models

AI forecasting

Communication

Attention to detail

Education

Bachelor’s in Accounting/Finance

Tools

Excel

AI tools

Forecasting software

Job description

Optimum’s Customer Experience FP&A team is seeking a Manager, Metrics & Analytics to lead day-to-day metrics and forecasting for Care and Retention programs. This role partners with Care and Retention leaders and Finance Operations to translate data into actionable forecasts and insights, shaping the future of frontline decision-making and budgeting.

You will build and scale an analytics function from the ground up, with a path toward owning broader forecasting processes over time and