Internal Control Manager

Job Title:

Internal Control Manager

Job Summary:

The Workforce Management (WFM) Internal Control Manager is responsible for ensuring operational efficiency, compliance, and accuracy across WFM processes including forecasting, scheduling, and real-time management within the contact center environment. The role focuses on strengthening internal control frameworks, monitoring key performance indicators (KPIs), supporting audit requirements, and identifying operational risks or process gaps. The manager works closely with operations, IT, and external stakeholders to improve workforce planning accuracy and maintain compliance with organizational policies and regulatory standards.

Key Responsibilities:

Internal Control & Compliance

- Develop, implement, and monitor internal control frameworks within the WFM function.
- Conduct regular audits, process reviews, and control testing to ensure adherence to company policies and regulatory requirements.
- Create and maintain process documentation, including process maps, SOPs, and audit trails.
- Coordinate with internal and external auditors to address audit observations and implement corrective actions.

Workforce Management Optimization

- Oversee forecasting, capacity planning, and scheduling to ensure optimal staffing levels and service level attainment.
- Monitor adherence to WFM processes and ensure accurate workforce planning to meet operational targets.
- Utilize WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin to improve scheduling accuracy and workforce utilization.

Real-Time Management & Reporting

- Monitor real-time operational KPIs and manage workforce adjustments during operational fluctuations or outages.
- Develop and maintain daily, weekly, and monthly performance dashboards using Excel or Google Sheets.
- Provide data-driven insights and reporting to leadership to support operational decision-making.

Risk Management & Process Improvement

- Identify process gaps, operational risks, and inefficiencies within WFM operations.
- Conduct root cause analysis for operational errors or deviations from planned workforce targets.
- Design and implement corrective and preventive actions to mitigate risks and improve process reliability.

Stakeholder Management

- Collaborate with operations teams, IT, and leadership to ensure alignment on WFM strategies and control mechanisms.
- Communicate findings from audits and performance reviews to relevant stakeholders.
- Drive continuous improvement initiatives across the WFM function.

Required

Qualifications & Skills:

- Experience:

Minimum 4+ years of experience in Workforce Management, internal audit, or operational risk management within a contact center or service operations environment.
- Technical

Skills:

Hands-on experience with WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin; strong proficiency in Microsoft Excel and data reporting tools.
- Analytical

Skills:

Strong ability to analyze large datasets, perform forecasting analysis, and interpret operational performance metrics.
- Communication

Skills:

Excellent communication and stakeholder management skills with the ability to collaborate across multiple teams.
- Attention to Detail:
Strong focus on compliance, accuracy, and process governance.