The Manager, Finance - Call Center Operations is responsible for leading financial planning, reporting, forecasting, budgeting, and variance analysis for call center functions. This role partners closely with Operations, Workforce Management, Accounting, and senior leadership to provide financial insights that support business performance, cost management, and operational decision-making.
The Manager will oversee month-end financial results, develop accurate forecasts, support annual and long-range budgeting processes, and explain key drivers of financial variances related to call center volume, staffing, labor costs, vendor spend, productivity, service levels, and operational efficiency.
Here's what you'll do:
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.
What you'll need to be successful:
Education
Bachelor's degree in Finance, Accounting, or a related field required.
Advanced degree such as an MBA, or professional certification such as a CPA or CFA, is strongly preferred.
Experience
3 - 5 years of progressive experience in financial planning and analysis, financial management, or a related finance discipline.
Demonstrated experience leading financial planning processes, including budgeting, forecasting, and variance analysis.
Proven ability to provide strategic financial guidance to leadership and manage or mentor team members.
Technical Skills
Advanced proficiency in Microsoft Excel for financial modeling, data analysis, and reporting.
Experience with financial planning and reporting software and tools.
Strong working knowledge of financial statements including income statements, balance sheets, and cash flow statements.
Analytical and Problem-Solving Skills
Strong analytical capabilities with the ability to interpret complex financial data and develop solution-based outcomes for standard complex problems.
Ability to build sophisticated financial models and translate results into clear business recommendations.
Comfortable handling complex assignments with moderate oversight and periodic review.
Communication Skills
Excellent verbal and written communication skills with the ability to present financial information clearly and concisely to stakeholders at all levels of the organization.
Ability to deliver actionable insights and recommendations in a manner that is accessible to both financial and non-financial audiences.
May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer's proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.
This is a remote position that can be located anywhere in the United States, with the exception of Alaska. #LI-Remote
A career with us comes with big rewards:
DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.
The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
DIRECTV WAGE ZONES: $91,770 - $166,635
Low (N1): $91,770 - $137,655
Mid (N2): $96,600 - $144,900
High (N3): $106,260 - $159,390
Top (N4): $111,090 - $166,635
Click HERE (https://tbcdn.talentbrew.com/company/390/pdf/GeoZone-by-DMA-003.pdf) to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.
Apply today!
Fair Chance Ordinance Notice for Los Angeles County applying for jobs at DIRECTV (https://tbcdn.talentbrew.com/company/390/pdf/fcoe-official-notice-eng-final-8302024.pdf)
Compliance Notice Regarding Use of Automated Decision-Making Tools in Hiring Process
DIRECTV employees are expected to always be honest, trustworthy, and operate with integrity. Discrimination and harassment of any kind (including sexual harassment) will not be tolerated. We remain steadfast in our belief for diversity, equity, and inclusion; therefore, we encourage success based on individual merit and ability without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military/veteran status, or any other protected status. DIRECTV celebrates and is enriched by our differences; therefore we fully consider all qualified applicants including, those with a criminal history.
