Operations Manager - Finance

Are you ready to lead the financial strategy behind a high-performing call center operation? We’re looking for a dynamic Finance Operations Manager in Morrisville, NC, who will drive budgeting, forecasting, and cost optimization to ensure operational excellence and profitability.

In this role, you’ll:

• Own financial planning and analysis for large-scale call center operations.

• Partner with Operations, Workforce Management, and client leadership to deliver accurate reporting and actionable insights.

• Ensure contract compliance, cost control, and strategic alignment with service delivery goals.

Responsibilities:

• Own annual operating budgets and rolling forecasts including labor, overtime, training, technology, and overhead

• Develop staffing cost models aligned to call volume, AHT, service level, shrinkage, and productivity

• Monitor performance against budget and forecast and provide variance analysis

• Produce weekly, monthly, and quarterly reporting

• Identify financial risks and opportunities and recommend actions

• Oversee client invoicing aligned with contractual terms and rate cards

• Support pricing, contract renewals, and financial components of negotiations

• Establish financial controls and ensure compliance with policy and GAAP

• Act as trusted advisor to call center leadership teams

• Partner with WFM, QA, HR, and Ops to drive alignment and accountability

• Lead and develop finance analysts or specialists where applicable

Qualifications:

• Bachelor’s in Finance, Accounting, Business, or related field

• 5+ years of progressive financial experience supporting a call center or BPO (highly preferred)

• Must be able to work onsite in Morrisville, NC (occasional hybrid work is possible after probation period)

• Strong understanding of labor-driven cost models and forecasting

• Advanced Excel modeling and reporting

• Demonstrated success supporting fast-paced operations

• Ability to communicate financial insight to non-finance audiences

• Analytical and problem-solving skills with a focus on innovative solutions

• High attention to detail and accuracy in complex tasks and deliverables

• Ability to influence without authority through strong communication and credibility

• Collaboration and business partnership across diverse teams and stakeholders

• Results orientation with a commitment to achieving measurable outcomes

• Client invoicing or contract-based pricing experience preferred

• Familiarity with WFM, financial systems, and call center reporting platforms preferred