Analytics & FP&A Manager — Call Center Metrics

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

Job summary

Optimum Communications Inc. in the United States is seeking a Manager, Metrics & Analytics to lead the day-to-day operations of our metrics and analytics function. You will own call metrics reporting, P&L oversight related to metrics, and incentive modeling for Care and Retention teams, playing a key role in formalizing forecasting processes for frontline operations.

Reporting to the Sr. Director, Finance Operations, you will partner with Care and Retention leaders to translate large data into

Qualifications

• Bachelor's degree in Accounting, Finance, or related field required.
• 4+ years of analytics, FP&A, or operations finance experience.
• Strong analytical and modeling skills with Excel and reporting experience.
• Experience with call center metrics (handle time, cost per call, forecasting).
• Experience leveraging AI models to improve forecasting and reporting.

Responsibilities

• Own daily call pacing reports and call metrics reporting.
• Lead call metrics guidance process with models and monthly variance analysis.
• Support incentive modeling for Care and Retention.
• Partner with Workforce Management to coordinate commitments and lock process.
• Maintain and improve key reporting files and analytical infrastructure.
• Partner with Care and Retention leaders to validate forecasting assumptions.
• Assist with strategic initiative reporting and metrics support.

Skills

Analytical skills

Forecasting models

Excel

AI forecasting

Communication

Education

Bachelor's degree

Tools

Operational dashboards

Job description

Optimum Communications Inc. in the United States is seeking a Manager, Metrics & Analytics to lead the day-to-day operations of our metrics and analytics function. You will own call metrics reporting, P&L oversight related to metrics, and incentive modeling for Care and Retention teams, playing a key role in formalizing forecasting processes for frontline operations.

Reporting to the Sr. Director, Finance Operations, you will partner with Care and Retention leaders to translate large data into