[Hiring] Contact Center Commercial Performance Manager @Velera

Role Description

The Contact Center Commercial Performance Manager serves as a strategic business partner and primary analytical resource for Contact Center service economics, profitability analysis, service model design, and pricing evaluations. This role is responsible for:

• Analyzing the financial, operational, and commercial performance of the Contact Center business.
• Supporting financial planning, forecasting, profitability management, business performance reporting, and commercial decision-making.
• Developing financial and service economics models that support Contact Center offerings, client solutions, and commercial structures.
• Providing data-driven insights, pricing recommendations, profitability assessments, and business case analysis.
• Optimizing operational efficiency, supporting sustainable growth, and improving financial performance.
• Ensuring alignment between service offerings, operational execution, and organizational objectives.

Qualifications

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Data Analytics, Mathematics, or equivalent combination of education and experience required.
• Advanced degree or professional certification preferred.

Requirements

• Five to seven years of experience in financial analysis, business performance management, operational analytics, commercial finance, or related disciplines.
• Experience supporting pricing, forecasting, profitability analysis, or financial performance management.
• Experience developing complex financial models and analytical frameworks.
• Experience working with large datasets and business intelligence tools.
• Experience supporting service-based, contact center, BPO, financial services, SaaS, or recurring revenue business models strongly preferred.
• Experience with operational performance reporting and KPI management preferred.
• Advanced Microsoft Excel skills required.
• Experience with Power BI, Tableau, Qlik, or similar visualization platforms preferred.

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program