Lead Financial Analyst

Overview of Position

The Lead Financial Analyst supports COO operations across Global Housing operational teams with a strong emphasis on call center performance and operational efficiency. This role develops forecasts, analyzes expense trends, and evaluates key operational KPIs—such as Average Handle Time, Service Level, Abandon Rate, and Customer Satisfaction—to drive improvements in cost optimization and service delivery. The analyst will extract and interpret financial and operational data from multiple systems, providing actionable insights and recommendations to senior management.

What will be my responsibilities for this position?

• Prepares monthly reporting for Operations Senior Management.  Summarizes material key operating information explaining monthly results against prior month and target.

• Analyzes operational and financial data and extracts and defines relevant information; interprets data for the purpose of determining past financial performance and/or to project future performance. May make recommendations such as adjustments to budgets and forecasts and other cost improvement measures. 

• Reviews costs and performs cost benefit analysis related to projects and/or initiatives.

• Performs statistical, cost and financial analysis of data reported in the various financial and operational systems.

• Uses various software applications, such as spreadsheets and databases, to assemble, manipulate and format data or reports.

• Develops and recommends processes to streamline operations.

• Develops cost/revenue metrics and projections. 

• Participates in key operational meetings to obtain relevant information and assist management with evaluations and making decisions on business matters.

• Prepares Annual Plan and quarterly forecasts with assist internal business customers.

• Present operational results and explain causes of variances to Operations Management.

• Ability to demonstrate critical thinking by calling out assumptions and identifying root cause. Thinking outside the box.

• Develop and maintain performance dashboards (AHT, SLAs, CSAT, cost per contact) and link operational metrics to financial outcomes.

• Analyze workforce management and capacity planning data to optimize staffing costs and productivity.

• Partner with COO leadership to forecast operational expenses and model cost scenarios based on volume and performance trends.

• Provide variance analysis on operational KPIs and recommend actions for efficiency and cost reduction.

• Leverage BI tools (Power BI, Tableau) for advanced operational reporting and visualization.

Travel up to 5%

What are the requirements needed for this position?

• Bachelor degree in Business, Finance, or Accounting

Other Requirements:

• Ability to build data models, quickly manipulate data and conduct financial analysis.

• Advanced skill level required using spreadsheet, word document, and presentation software; as well as database knowledge

• Ability to create easily understood reports with little direction. 

• Requires strong oral, written, and presentation skills to effectively communicate financial results throughout the company.

• Requires strong organizational skills and ability to prioritize various projects  

• Minimum of 4 years of financial analysis experience specifically in operations and/or expense analysis.

• Experience in financial analysis and cost per unit analysis for call center or customer operations.

• Strong understanding of contact center metrics and workforce management principles.

• Advanced skills in Excel and BI tools for operational and financial reporting.

What other skills/experience would be helpful to have?

• Masters degree, CFA, CPA and other financial certifications are preferred

• Cost Accounting experience strongly preferred

• Operational experience strongly preferred

Pay Range:

$72,900.00 - $121,900.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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