Current Opportunitie

Finance Director

Director, Finance

Job Category: Finance / Accounting – Financial Analysis / Research/Reporting

Job Description:

  • In partnership with FP&A have oversight for the annual Headcount budget planning process for Global Customer Service (GCS) and Credit
  • Monthly budget consolidation & reporting inclusive of the FP&A submission to our Finance partners;
  • Lead the headcount forecasting and capacity planning process through monthly discussion and analysis of volumes, AHT, and volume drivers; This will be across multiple channels including phone, email, chat, and messenger;
  • Measure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
  • Providing strategic guidance and execution support to our GCS and Credit Executive Leaders in terms of resource optimization, service level management, and budget;
  • Communication with stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues;
  • Generating resourcing options and insight that will forearm the business in managing key risks and challenges;
  • Providing resource planning subject matter expertise for various projects and strategic initiatives;
  • Partnering with Operational Leaders and across the wider organization to provide the right and timely level of reporting and insights to allow leaders to run their business effectively;
  • Leading a team of NA Scheduling Analysts in enabling the optimization of schedules/staffing. Taking responsibility for managing the staffing plan and best matching staffing needs with staffing availability;
  • Analyzing and understanding the impacts of productivity, shrinkage, attrition, AHT, and volumes on Service Levels and staffing needs and reporting out on same to Our Business Leaders; and
  • WFM KPI reporting

 

Knowledge and Skills:

 

  • 10+ years’ experience in senior leadership roles, with a preference for call center experience in both forecasting and scheduling;
  • Experience of leading global teams;
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics;
  • Excellent written and verbal communication skills with the ability to provide clarity to complex issues, and synthesize large amounts of information;
  • An ability to identify the root causes of issues by analyzing patterns and trends;
  • Strategic thinker with the ability to develop creative and breakthrough solutions;
  • Passion and commitment to work on behalf of the customer – internal and external;
  • Strong influencing skills for driving change across a large global organization;
  • Ability to handle multiple initiatives under tight time constraints with a well-developed sense of urgency and follow through;
  • Experience of managing forecasts and schedules across digital channels;
  • Proficiency in Microsoft Excel and data modeling;
  • Knowledge of WFM models e.g. Erlang, Correl, Linear regression;
  • Experience with WFM software and simulation modeling;
  • Self-motivating, adaptable and able to inspire and motivate others;
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus;
  • Deals with ambiguity;
  • Ability to work flexible hours as needed

 

Professional Qualifications and Experience:

  • Bachelor’s degree or equivalent work experience in a financial industry; highly preferable to have an MBA or M.S. Degree
  • 10 + years professional related work experience in an analytics or financial background
  • Call center experience
  • 5 years supervisory experience
Posted On: Friday, May 25, 2018

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