Posted in Other 30+ days ago.
Type: Full Time
JOB SUMMARY
Position is responsible for the timeliness, integrity, quality and accuracy of the Charter Billing Operations team. Responsibilities include oversight of team activity and Billing platform data entry and updates to ensure timely completion and overall accuracy. This position reviews and produces reports to track issue resolution, monitor quality and Service Level Agreement (SLA) adherence, track departmental activity and adherence to Billing Operations processes. This position has extensive interaction with Billing Operations team members, internal Charter personnel, billing vendors and other external contacts.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Apply knowledge of the billing platform and products.
Utilize knowledge of Charter services and products.
Review and manage the various application work queues.
Work closely with cross functional teams and 3rd party vendors to correct billing errors and minimize opportunities for future inaccuracies
Create, improve and make recommendations for internal and cross functional business processes to improve efficiency and minimize errors
Analyze billing anomalies and provide impact analysis
Publish and present weekly and monthly billing metrics
Continuously monitor the integrity of the database by isolating and reporting problems
Provide assistance to users as required
Report daily, weekly and monthly on team member s throughput
Serve as team representation for operational meetings
Serve as escalation point for issues
Be a consistent high team performer, while mentoring and setting a solid team example.
Respond to requests made via Change Request Management, Issue Management and On-site support
Support Billing Operations management team and provide team support and leadership including planning and scheduling, timesheets/payroll and other personnel related functions
Supervise team of analysts
Perform other duties as requested or assigned by management.
REQUIRED QUALIFICATIONS
* Skills/Abilities and Knowledge
* Ability to read, write, speak and understand English
* Expert level knowledge of ICOMS/CSG Billing platforms, including workflows, interfaces and related functionality.
* Proficient knowledge of Microsoft Office Products, including Word, Excel and PowerPoint
* Strong organizational skills with the ability to prioritize multiple activities.
* Demonstrable research, analytical and problem-solving skills.
* Ability to work within a fast paced, high change environment to meet timelines.
* Proficient reporting tools including but not limited to Macros, queries, SQL and Microsoft Office products
Education
Bachelor's degree in IT or related field is preferred from four-year college or university; or equivalent training, education and experience.
Related Work Experience
4-6 Years - Business Operations Analysis experience
4 + Years - Billing System platform
1+ Years - Supervisory/leadership experience
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Knowledge of cable television industry
WORKING CONDITIONS
Office environment
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.
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