Senior Analytics & FP&A Manager, Call Center Insights

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

Job summary

Optimum Communications Inc. in Bethpage, NY is seeking a Manager, Metrics & Analytics to lead the day-to-day execution of our analytics function. You will own call metrics reporting, P&L oversight related to metrics, and incentive modeling for Care and Retention, helping formalize the financial forecasting process for frontline operations.

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

Qualifications

• Bachelor's degree in Accounting, Finance, or a related area is required.
• 4+ years of analytics, FP&A, or operations finance experience, ideally in a contact center or CX environment.
• Strong analytical and modeling skills with proficiency in Excel and experience building operational reporting.
• Experience with call center metrics or KPIs (handle time, cost per call, volume forecasting).
• Proficiency with AI technologies and using AI models/tools to improve forecasting, reporting, and analysis.
• Attention to detail with strong organizational skills and ability to manage multiple deliverables.
• Effective communicator who translates data into actionable insights for operations partners.

Responsibilities

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

Skills

Analytics

FP&A

Excel

Forecasting

Operational reporting

Education

Bachelor's in Accounting/Finance

Tools

AI tools

Reporting tools

Workforce management

Job description

Optimum Communications Inc. in Bethpage, NY is seeking a Manager, Metrics & Analytics to lead the day-to-day execution of our analytics function. You will own call metrics reporting, P&L oversight related to metrics, and incentive modeling for Care and Retention, helping formalize the financial forecasting process for frontline operations.

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