Overview:
The Wireline Billing Supervisor is responsible for overseeing the daily operations of the respective Billing team. The supervisor works closely with the team Manager, other department leaders, clients, service providers and partners to manage the day-to-day tasks efficiently and accurately for a streamlined lifecycle of each invoice. The supervisor must have excellent communication skills, be adept to affecting change with a proven track record leading a cross-functional team.
Responsibilities:
Supervisory Responsibilities:
- This position is responsible for the supervision of Level I, II & III Specialists and Leads
Duties/Responsibilities:
- Provide supervision and oversee workflow of associates engaged in the management of telecommunication services on behalf of our clients.
- Partner with all departments to ensure the team is meeting the needs of their functional areas.
- Identify high priority issues, align expectations, and mitigate risks to achieve business objectives and client outcomes.
- Serve as 1st level escalation tier for team and ensure constant escalated request flow by resolving escalation cases within acceptable timeframes.
- Track measurable goals for associates and track individual progress towards these goals.
- Effectively utilize service provider and partner escalation paths to resolve issues and create repeatability of business processes.
- Using established key performance indicators (KPIs), generate monthly reports and meet with team members to review.
- Provide coaching to team members not meeting standards and if necessary, issue and document verbal or written warnings.
- Ensure all team members are adhering to assigned work schedules, manage overtime and paid time off in compliance with company policies.
- Assist with and/or lead major projects as assigned by Leadership.
- Participate in on-boarding of new employees, serve as primary training resource for department specific systems and processes to new staff.
- Ensure team is managing their work time responsibly and efficiently, promoting service to other team members when all individual responsibilities are caught up.
- Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers.
Qualifications:
Required Skills/Abilities:
- To perform this job successfully, an individual must be a polished communicator with a strong sense of ownership.
- An ability to prioritize, delegate and ensure delivery of tasks assigned to team is required.
- Individual must be able to quickly interpret an extensive variety of instructions and deal with several concrete variables.
- Ability to analyze and evaluate problems, offer solutions, and determine when additional support is needed.
- Comfort in stepping outside of team scope and responsibilities to maintain highest level of customer experience.
Education and Experience:
- The individual will have preferably earned a bachelor's degree. Graduation from high school or high school equivalency is required.
- Four or more years of Customer Service, Sales Support, or Data Analysis experience is required, with at-least 2 years in a Lead support role, training and/or equivalent combination of education and experience will be considered.