About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
• Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
• Gold Stevie Award Winner for Great Employers in 2024 and 2022
• We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Foundever® Stories.
Job Summary
Foundever's NSOS Operational Efficiency team is scaling its Bill-to-Pay (BTP) Margin Recovery initiative — a structured analytical programme that identifies where Gross Margin (GM) is being lost at the account level and turns those findings into operational actions that drive measurable GM improvement across the EMEA region.
We are hiring a Business Analysts to extend coverage across the EMEA portfolio, supporting our goal of reviewing 50 accounts by the end of H2 2026.
The core of the role is a repeatable four-step process: (1) build an optimal BTP baseline for each account using financial performance data; (2) diagnose the gaps between that baseline and actual operational results, quantifying the GM opportunity by root cause; (3) translate findings into clear, prioritized recommendations and hand them off to Operations or Account Management for execution; and (4) track the evolution of each gap month-over-month to measure whether corrective actions are closing the performance shortfall.
You will not own the execution of corrective actions — that responsibility sits with Operations. Your role is to be the analytical engine behind the initiative: detecting, quantifying, communicating, and monitoring until each gap is resolved or escalated.
Primary Job Responsibilities
BTP Analysis & Gap Detection
- For each assigned account, build a BTP baseline from financial performance data and WFM inputs to establish the optimal labour cost scenario.
- Compare the optimal scenario based on the assumptions used for pricing against actual results (Theoretical Production, Actual, and Invoiced) to identify and size performance gaps by root cause: e.g. unplanned absenteeism, non-productive time, scheduling adherence failures, unbillable hours cap impact, internal shrinkage deviations, etc
- Quantify the GM opportunity associated with each gap driver, at both the individual account level and aggregated across the portfolio.
- Maintain a throughput of approximately 10 account analyses per Business Analyst every two weeks, consistent with the team's EMEA scaling roadmap.
Findings Communication & Operational Handoff
- Translate analytical findings into structured, prioritized output (findings, root causes, recommended actions, estimated GM impact) formatted for handoff to Operations and Account Management.
- Present conclusions clearly to non-technical stakeholders, focusing on the 'so what' — what needs to change, who owns it, and what the financial benefit of closing the gap is.
- Coordinate with Operations and Account Management to validate findings and ensure recommended actions are operationally feasible before sign-off.
Monthly Follow-Up & Evolution Tracking
- For accounts in active monitoring, track month-over-month BTP performance versus the established baseline to assess whether corrective actions are delivering the expected improvement.
- Identify root-cause gaps that are improving, stagnating, or worsening, and escalate unresolved or recurring issues to the Director of Operational Efficiency with supporting evidence.
- Maintain updated account records that document gap status, action ownership, and GM impact realised to date.
Process Consistency
- Apply the team's standardized BTP methodology consistently across all assigned accounts and countries, ensuring comparability of findings across the EMEA portfolio.
- Flag where data availability, data quality, or system limitations are constraining analysis accuracy, and contribute to the team's ongoing effort to improve data access and analytical automation.
What you need in order to be successful
Experience & Education
- 2–4 years of experience in business analysis, workforce management analytics, financial operations analysis, or a related field — ideally within a BPO, contact center, or outsourced services environment.
- Bachelor's degree in Business Administration, Industrial Engineering, Economics, Statistics, or a related discipline (or equivalent practical experience).
- Proven experience working with financial performance data (P&L, margin, cost of labour) and operational metrics to generate actionable insight.
Technical Skills
- Advanced Excel skills: structured analysis, financial modelling, pivot tables, formulas.
- Solid understanding of workforce management concepts: shrinkage (internal and external), AUX/activity codes, scheduling adherence, login compliance, billable vs. paid hours.
- Ability to work with WFM platform data exports (e.g. IEX) and account-level financial performance reports to build and validate BTP scenarios.
- Comfortable working with incomplete, inconsistent, or manually compiled source data — able to apply structured judgement to reconcile discrepancies and document assumptions.
Soft Skills
- Strong analytical and root-cause-diagnosis mindset: able to move from a raw dataset to a clear, prioritized narrative about where margin is being lost and why.
- Excellent written and verbal communication in English; able to present complex financial and operational findings to non-technical stakeholders without requiring translation.
- Organized and accountable: comfortable managing a recurring portfolio of accounts on a fixed monthly cadence, with clear documentation of status and progress.
- Collaborative and assertive: able to work with Operations and Account Management to validate and land recommendations, without assuming ownership of their execution.
Languages
- Fluent English required (written and spoken) — primary language for all reporting and stakeholder communication.
- Additional French is a plus.
The work environment
- A central role in a EMEA COO-sponsored, high-visibility initiative with direct, measurable impact on EMEA Gross Margin performance.
- Exposure to senior cross-functional stakeholders across Operations, Account Management, and Finance.
- A structured methodology to work within, with scope to help shape the team's evolution toward data automation and scalable analytics.
- Career development within a growing analytics function at one of the world's leading customer experience companies.
At Foundever®, your talent matters most. Our inclusive recruitment process ensures that opportunities are the same for everyone, lighting a path to success that's fair and square. Among our 150,000-strong global community, we celebrate uniqueness and stand against discrimination, fostering a work culture rich in respect, innovation, and equal chances. So if you know you can do the job, trust your potential and apply.
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