Cost Controller

* Analyze and monitor workforce management costs, including labor expenses, overheads, and related expenditures.

* Develop, implement, and manage budgets for workforce management operations, forecasting costs and identifying areas for cost optimization.

* Conduct variance analysis to compare actual costs against budgeted figures, investigating discrepancies and implementing corrective actions as necessary.

* Identify opportunities to reduce costs without compromising operational efficiency or service quality, collaborating with relevant stakeholders to implement cost-saving initiatives.

* Continuously evaluate and improve cost control processes and procedures to enhance accuracy, efficiency, and effectiveness.

* Collaborating with other departments within the organization, such as finance, human resources, and operations, to ensure alignment of cost control efforts with overall business objectives. Communicating cost-related information and recommendations to key stakeholders

* Prepare regular reports and presentations on cost control activities, highlighting key findings, recommendations, and performance metrics for stakeholders at various levels of the organization.

• Minimum of 3 years of experience as a Workforce Management Planner/Scheduler and/or Cost Controller is required
• No supervisory experience required
• Diploma or Bachelor Degree
• Strong understanding of call center operations, workforce management principles, and scheduling software/tools.
• Deep understanding of the schedule and staffing requirements.
• Strong analytical skills and attention to detail, with the ability to interpret complex financial data and identify cost-saving opportunities.
• Excellent communication skills to effectively liaise between departments, stakeholders, and team members.
• Ability to identify issues, analyze root causes and implement effective solutions to improve workforce management processes.
• Demonstrated ability to lead and motivate a team, fostering a collaborative and results-driven work environment.
• Capacity to adapt to changing business needs and operational requirements, managing priorities and resources accordingly.
• Strategic mindset and problem-solving abilities, with a focus on driving continuous improvement and achieving cost control objectives.