Position Summary:

The Financial Planning & Analysis Manager drives financial planning, analysis, and reporting for Contact Center/BPO operations, providing insights to optimize costs, staffing, and profitability. This role partners with Operations and Workforce Management to support strategic decision-making and ensure financial performance aligns with business goals.

Principle Accountabilities (Key Result Areas)

Financial Planning & Analysis:

- Lead the budgeting, forecasting, and long-term planning processes for Contact Center / BPO operations.
- Develop and maintain financial models to analyze revenue, costs, and profitability across clients, sites, and service lines.
- Provide variance analysis, identify key drivers of performance, and recommend actionable insights to leadership.
- Partner with Operations, Workforce Management (WFM), and Business Leaders to align financial plans with staffing and capacity strategies.

Operational & Business Support:

- Collaborate with Workforce Management to optimize labor costs and ensure staffing efficiency.
- Evaluate cost structures, pricing strategies, and client profitability to support decision-making.
- Track and analyze key performance indicators (KPIs), including revenue per FTE,



cost per call, and utilization rates.
- Support pricing and contract negotiations by modeling different scenarios and assessing financial impact.

Reporting & Insights:

- Prepare financial reports and dashboards for senior leadership, providing insights into trends, risks, and opportunities.
- Automate and improve financial reporting processes for increased efficiency and accuracy.
- Conduct ad hoc financial analysis to support strategic initiatives, cost-saving efforts, and business expansion plans.

Attributes & Attitude

- Analytical
- Result oriented
- Energetic & enthusiastic
- Ability to work under high pressure
- Excellent interpersonal & communication skills
- Integrity & drive

Knowledge

- 5+ years of WFM / FP&A; experience, preferably in a Contact Center, BPO, or service-oriented business.
- Robust proficiency in financial modeling, forecasting, and scenario analysis.
- Expertise in Excel, financial planning tools (Anaplan, Adaptive Insights, or similar), and BI/reporting tools.
- Experience working with Workforce Management teams and understanding of labor planning.

📌 Manager - Financial Planning and Analysis (Delhi)
🏢 Everise (india) Bpo Services
📍 Delhi