Call Center Manager - Billing Manager

Location: Indianapolis, IN
Job Type: Direct Hire
Salary: $85,000.00 - $97,000.00
Degree: Bachelor;
Date: 11/9/2017
Job ID: 02540163
Job Description

Call Center Sr. Billing Manager Summary:
Responsible for the coaching and development of a team of Billing Managers/Supervisors in a fast-paced Call Center environment. Accountable for meeting and exceeding departmental and call center goals/KPI's.
 

Call Center Billing Sr. Manager Responsibilities:
  • Effectively leads a team utilizing management skills including:  time management, financial management, planning, communication, delegation and organizational skills.
  • Develops implementation strategies to accommodate customer/contract requirements for billing of customer accounts.
  • Interfaces with Collections and Sales Departments to ensure thorough communication on customer billing related issues that impact sales opportunities.
  • Coach, develop, and counsel direct employees to effectively reach departmental goals.
  • Establish and maintain departmental policies and procedures.
  • Responsible for department performance on KPI’s (key performance indicators).
  • Monitors individual and team performance to ensure performance and quality standards are met or exceeded.
  • Prepare performance evaluations for direct reports .Leads projects utilizing effective project management skills.
  • Responsible for Billing end-of-month closeout procedures.
  • Responsible for creating/running reports and preparing PowerPoint presentations on measurement of KPI’s.
  • Provides technical education on call center strategies, including all related policies, policies and applicable laws governing billing and collections.
  • Responsible for Continuous Improvement projects/activities.
  • Monitors team performance and provides feedback.
  • Provides performance trends and analysis to team.
  • Responsible for the management of customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customer.
  • Works closely with IT to ensure that existing processes are operating properly and to suggest improvement in processes.
 
Education and Experience:
  • Bachelor’s degree (BS or BA) is required.
  • Must have recent experience with Billing in an order-to-cash Call Center.
  • Must have Continuous Improvement/Lean/Six Sigma experience.
  • Proficient computer skills including Advanced Microsoft Excel and Power Point experience.
  • Prior financial analysis, revenue management, or project management experience preferred
  • Attention to detail and accuracy focused.
  • Excellent communication skills – verbal and written
  • Ability to identify process improvements and take initiative to share ideas with others.
  • Solid customer service orientation with demonstrated commitment to meet/exceed customer needs by using best in class protocols.
  • Ability to contribute to cost improvement for overall unit.
  • Six Sigma certification preferred.
  • Minimal travel may be required.