Manager Metrics & Analytics

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We are Optimum a leader in the fast-paced world of connectivity and were seeking driven and enthusiastic professionals to join our team empower lives fuel businesses and drive innovation. Connectivity is no longer a luxury but a necessity. A career at Optimum means youll be enabling progress and enhancing lives by providing reliable high-speed connectivity solutions that keep the world connected. Our successes now and in the future are powered by our amazing product a commitment to our people and culture and the connections we make in our communities.

If you are resourceful collaborative and passionate about delivering consistent excellence Optimum is for you!

Job Summary

Optimums Customer Experience FP&A team is looking for a Manager Metrics & Analytics to lead the day-to-day execution of our metrics and analytics function. This role owns call metrics reporting P&L Oversight related to metrics and incentive modeling for our Care and Retention organizations and plays a key role in formalizing the financial forecasting process that supports frontline operations.

Reporting to the Sr. Director Finance Operations you will serve as a close partner to Care and Retention operations leaders translating large volumes of operational data into forecasts and insights that drive real decisions. This is an opportunity to build a growing analytics function from the ground up with a clear path toward owning an even broader forecasting process over time.

Responsibilities

• Own daily call pacing reports and call metrics reporting including cost per call trending files and operational dashboards.
• Lead call metrics guidance process maintaining models and providing monthly variance analysis and narrative.
• Support incentive modeling for Care and Retention building maintaining and updating models as program structures evolve.
• Partner with Workforce Management to coordinate business partner commitments and lock process.
• Maintain and continuously improve key reporting files and analytical infrastructure across the team.
• Partner with Care and Retention operations leaders to understand drivers and validate forecasting assumptions.
• Assist with strategic initiative reporting as needed providing metrics and analytical support.

Qualifications

• Bachelors degree in Accounting Finance or a related area required
• 4 years of analytics FP&A or operations finance experience ideally in a contact center or customer experience environment
• Strong analytical and modeling skills with proficiency in Excel and experience building operational reporting
• Experience with call center metrics or operational KPIs (handle time cost per call volume forecasting)
• Highly effective with AI technologies with demonstrated experience leveraging AI models and tools to drive efficiency in forecasting reporting and analysis
• High attention to detail with strong organizational skills and the ability to manage multiple recurring deliverables
• An effective communicator who can translate data into clear actionable insights for operations partners

PREFERRED QUALIFICATIONS

• Experience in telecom or subscription services with exposure to disconnect or churn metrics
• Familiarity with workforce management or contact center forecasting tools
• Exposure to Care and/or Retention operations in a telecom or consumer services environment

At Optimum every action and interaction we take part in is driven by our three Guiding Principles: Do Whats Right Drive One Optimum and Make It Happen. These arent just words they help us build trust create real community and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. Its all part of the bigger picture of Be The Difference where each employee knows they have the power to enact real change share new ideas and understand that learning never stop.

If you have the drive to succeed and are ready to embark on a thrilling career seize this opportunity today and join our winning team. Together well shape the future of connectivity.

All job descriptions and required skills qualifications and responsibilities for a particular position are subject to modification by the Company from time to time in the Companys discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting hiring and promoting qualified people of all backgrounds regardless of gender race color creed national origin religion age marital status pregnancy physical or mental disability sexual orientation gender identity military or veteran status or any other basis protected by federal state or local law.

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Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is$102816.00 - $168912.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time we do not provide visa sponsorship for employment.

Required Experience:

Manager