JOB SUMMARY The Manager of Business Controls is responsible for leading all aspects of business planning, including the development, tracking and analyzing of staff and financial plans. These activities include but are not limited to: Providing the local management with analysis and information on financial performance, adherence to budget, as well as staffing, scheduling and call volume forecasting. Accountable for the coordination of budgeting and planning activities within the local center and will be responsible for coordinating and developing the data necessary to submit accurate and timely staffing models.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently supports all efforts to simplify and enhance the customer experience. Assist the Director and Vice President with development and review of the annual operating and capital budgets as well as the quarterly full year financial forecasts. Oversee and manage the staffing, scheduling and forecasting (tasks, call volume, and productivity) processes for the call center. Direct effective information flows and communication regarding the development of operating plans and budgets with appropriate teams. Track and analyze operating and financial performance monthly or as needed, and develop appropriate variance commentary. Lead and manage employees (workforce/business) in all facets of operational and financial forecasting (including capacity and staffing models), call flow activity and workforce Develop tools/mechanisms to track and report relevant staffing levels and financial performance measures on all products. Assist in all cost impact decision-making and development of remediation plans if necessary by supplying relevant analyses of financial data. REQUIRED QUALIFICATIONS Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English Demonstrated leadership abilities Ability to lead cross-functional and project related teams Time and project management skills to meet aggressive deadlines Effective written and oral communication skills Ability to perform extensive variance and root cause analysis In-depth proficiency in use of Excel and Hyperion Ability to develop analyses related to ROIs on capital investments, call volume, staffing, etc. Required Education
Bachelor's degree in Finance, Accounting, Business, related field, or equivalent experience
Required Related Work Experience and Number of Years Financial planning (budget and forecasting) and expense management - 5 Experience in providing direction and leadership to others in the development of budgets and models PREFERRED QUALIFICATIONS Preferred Related Work Experience and Number of Years
Management or leadership experience - 2+
WORKING CONDITIONS
Office environmen
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