Manager Finance

Financial Reporting and Analysis

• Lead the month-end financial reporting process for Call Center Operations, including review of actual results, preparation of financial summaries, and analysis of performance against budget, forecast, and prior periods.
• Prepare clear and actionable variance analysis that explains key drivers of financial performance, including call volume, staffing levels, labor costs, overtime, vendor expenses, productivity, service levels, and other operating expenses.
• Develop and maintain financial models, dashboards, and reporting tools that provide visibility into cost trends, operational performance, risks, and opportunities.
• Partner with Accounting and Finance teams to ensure expenses are recorded accurately, accruals are appropriate, and financial results are aligned with cost center and reporting requirements.

Strategic Planning and Advisory

• Lead financial forecasting, annual budgeting, and long-range planning activities for Call Center Operations, incorporating business trends, staffing assumptions, vendor strategies, and operational goals.
• Serve as a trusted finance partner to Call Center leadership by translating operational metrics into financial insights and recommendations.
• Analyze key operational drivers such as call volume, average handle time, occupancy, shrinkage, utilization, headcount, and cost per call to assess financial impact and support decision-making.
• Provide scenario modeling and ad hoc analysis to evaluate staffing plans, vendor initiatives, productivity improvements, business cases, and cost optimization opportunities.
• Identify financial risks, trends, and opportunities and provide recommendations to improve efficiency, manage expenses, and support operational performance.

Compliance and Financial Integrity

• Support financial governance by ensuring reporting, budgeting, forecasting, and variance explanations are accurate, consistent, and completed within established timelines.
• Maintain strong controls around financial data, assumptions, cost allocations, accruals, and reporting outputs.
• Ensure financial plans and reporting processes are aligned with company policies, accounting standards, and internal control requirements.
• Partner with Accounting, Operations, and Finance stakeholders to resolve discrepancies, validate financial results, and improve reporting accuracy.

Team Leadership and Collaboration

• Lead, coach, and develop finance analysts or team members, providing guidance on financial reporting, forecasting, budgeting, variance analysis, and business partnership.
• Build strong cross-functional relationships with Call Center Operations, Workforce Management, Accounting, Procurement, and senior leadership.
• Present financial results, forecasts, risks, and opportunities to business partners and leadership in a clear, concise, and business-focused manner.
• Promote a culture of accountability, continuous improvement, analytical rigor, and proactive financial support.
• Drive process improvements that enhance reporting efficiency, forecast accuracy, data quality, and the overall effectiveness of finance support for Call Center Operations.