CXAI Financial Analyst

📋 Description

• Validate the financial assumptions and benefit calculations behind CX AI initiatives (Sanas, Agent
• Own the methodology for converting operational KPIs (automation hours, AHT reduction, containment
• Stress-test business case assumptions before they are presented to clients, Rob's pricing team, or
• Act as the dedicated financial interlock with Rob and the pricing team: feed validated assumptions
• Identify and flag double-counting or overlap risk where a benefit could be claimed across more than
• Support monthly reporting of validated net benefit for Ops Transformation leadership and SLT

🎯 Requirements

• Finance / FP&A analytics background: comfortable building and validating financial models, ROI
• Ability to translate operational metrics (AHT, CSAT, containment, attrition) into financial terms.
• Financial and Statistical knowledge
• Knowledge of operations (call center) management metrics Operation: SHRINKAGE , AHT, Occupancy
• WFM (Workforce Management) analytics experience, ideally in a BPO or contact center environment.
• Prior exposure to pricing models or commercial/contract structures.