Supervisor, Billing Technical Ops

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

Applies knowledge of the billing platform and products.

Utilizes knowledge of Charter services and products.

Reviews and manages the various application work queues.

Works closely with cross functional teams and 3rd party vendors to correct billing errors and minimize opportunities for future inaccuracies

Creates, improves and makes recommendations for internal and cross functional business processes to improve efficiency and minimize errors

Analyzes billing anomalies and provide impact analysis

Publishes and presents weekly and monthly billing metrics

Continuously monitors the integrity of the database by isolating and reporting problems

Provides assistance to users as required
Reports daily, weekly and monthly on team member’s throughput

Serves as team representation for operational meetings

Serves as escalation point for issues

Responsible for being a consistent high team performer, while mentoring and setting a solid team example.

Responds to requests made via Change Request Management, Issue Management and On-site support

Supports Billing Operations management team and provide team support and leadership including planning and scheduling, timesheets/payroll and other personnel related functions

Performs other duties as requested or assigned by management.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
SME level knowledge of ICOMS/CSG Billing platforms, including workflows, interfaces and related functionality.
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 queries, SQL, and Microsoft Office
Excellent technical, communication, and interpersonal skills
Must have the ability to work independently.
Must have the ability to support multiple initiatives in a fast rapid environment.
Ability to work on multiple projects simultaneously and establish and adhere to timelines.
Knowledge of cable television industry
Experience using automated solutions
Ability to professionally document processes and create project and test plans.

Required Education
Bachelor's degree in IT or related field or equivalent combination of training, education and experience.

Required Related Work Experience and Number of Years
Business Operations Analysis experience – 5+
Billing System platforms - 5+
Supervisory or leadership Experience - 3+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Knowledge of billing service codes, packages, and order entry rules
Knowledge of billing and downstream provisioning systems

Preferred Education
ITIL Foundation certification.

Preferred Related Work Experience and Number of Years
Supervisory or leadership Experience - 3+

WORKING CONDITIONS
Office environment
Some weekend and night work
CBI416 317068 317068BR