SUMMARY Analyzes and oversees the process of budgeting, billing and reporting. Provides interim re-forecast information related to telephone activity. Coordinates telecom moves and changes with telephone carriers. Performs analysis for budgeting, forecasting, billing, and justifications.
Maintains confidentiality of CDS Global and its clients’ proprietary information.
Performs analysis for budgeting, forecasting, billing, and justifications.
Prepares and provides analytical information as needed for call routing, contracts, clients, etc.
Uses historical and projected information to provide budgetary numbers for the yearly forecast and interim re forecasts, e.g., calls offered, calls handled, average handle time, transactions, revenue.
Has regular reoccurring, monthly, weekly, daily direct contact with long distance and local telephone carriers based on the of clients, magazines, and products coming or going.
Responsible for ordering lines and numbers and distributing that information to clients.
Prepares and provides telephone customer service billing information to accounting.
Interacts with various vendors whose products are used in the call center and clients. Prepares and delivers presentations, answers questions about the client’s business or phone numbers, provides support and /trouble shooting for billing and forecasting questions.
Maintains inventory of terminals and leasing information.
Coordinates call center equipment acquisitions.
Maintains and develops telephone statistical reports.
Monitors changes that could impact contact center such as changes in the industry.
Researches new call center technology as it relates to the department.
Prepares and submits justifications for new equipment, telco services, software, pricing models, etc. as needed.
Maintains lists of the client telephone numbers in Customer Service.
Interacts in cooperative and professional manner, with all levels of employees, vendors and/or clients, in team environment.
Occasionally works on call.
Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
Follows CDS Global ergonomic and safety policies.
(The above duties may be performed anywhere from 0 100% of the workday.)
ADDITIONAL DUTIES AND RESPONSIBILITIES
Assumes additional responsibilities as requested (or required).
Access to transportation requiring a valid driver’s license, proof of safe driving record, and active insurance.
EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING
Two or more years of college or comparable work experience.
Two or more years of experience in a related field.
Excellent Microsoft Excel skills are required.
Microsoft Access and VBA experience preferred.
Ability to convey clear, concise, and organized information to others, using verbal, written, or other appropriate communication techniques.
Ability to analyze and interpret data to project future needs.
Ability to compare data and edit information on a PC.
Ability to work cooperatively with others in a team environment.
Ability to prioritize and complete tasks in a reasonable timeframe.
Ability to identify and resolve situations, determining most effective and/or efficient actions.