Supervisor Customer Operations

Services | Salt Lake City, UT, United States | AMERICAS

Supervisor Customer Operations

Location: Greater Salt Lake City, UT area

The Supervisor Customer Operations is accountable for overseeing the day-to-day operational management of the Customer Operations team's activities, which is responsible for delivering world-class customer service to NICE inContact's clients.

This team provides improvements to the Credit process and acts as a liaison between Services and Collections to maintain policies and procedures.  

The Supervisor Customer Operations works with his/her leaders to maximize the company's cash flow by ensuring accurate and timely billing processes and procedures are being followed

As a Supervisor of Customer Operations a Typical Day Might Include the Following:
  • Ensure that policies and procedures are followed which protect the company's costs and cash flow
  • Enhance current processes and guidelines to ensure customer satisfaction and minimize unnecessary credits to accounts
  • Ensure proper billing practices for NICE inContact's technology customers
  • Follow invoicing protocols based on contractual agreement
  • Review invoices prior to release to ensure accuracy
  • Conduct periodic deep-dive audits (invoices/contracts)
  • Issue credits and/or adjustments to invoices as appropriate
  • Follow company procedures for expense reports
  • Collections liaison to ensure customer satisfaction and payment, and ensure proper procedures and process are being followed during collection disputes
  • Measure and evaluate productivity of team members and coach them toward increased effectiveness and performance
  • Implement and Administer Training Plans
  • New employee on-boarding management and optimization
  • Ongoing employee training/development 
  • Assist with budget and management of it (headcount, scheduling, etc.)
  • Direct the workload balance and assignments to staff as well as special projects
  • Proactively work to resolve billing issues in order to protect Company cash flow
  • Provide move, add, and change services for customers (i.e. Toll Free, DID, VoIP, SIP, etc.) by completing proper paperwork, completion of provisioning, and adding of services and fees to billing system
  • Work with Billing, IT, Voice Engineering, R&D, COGS or other organizations as needed to resolve errors or issues
  • Test services – engage customer if necessary
  • Research customer inquiries regarding billing
  • Schedule call with NEW customers to review their contract and when billing will start for products purchased
  • Audit a customer's contract and billing to ensure proper setup in the billing system (Cadebill) in accordance with the customer's contract terms
  • Join Invoice Review Customer call with Technical Account Manager (TAM) to ensure understanding of all invoice elements
  • Review all credits submitted and process according to our Adjustment Policy
  • Assist Billing in implementation of new initiatives
  • Understand our products at a technical level enough to ensure proper billing and MAC processes
  • Follow the company Code of Ethics and NICE inContact policies and procedures at all times
  • Communicate in an effective and professional way with customers in and outside of NICE inContact

To Land This Gig You'll Need:

  • High School diploma​
  • 3+ years experience in a Call Center/Customer Service environment
  • 2+ years leading a high performing team
  • Basic understanding of telephony concepts and terminology
  • Excellent customer service and communication skills, both verbal and written
  • Works well in a fast-paced environment
  • Proficient in Microsoft Office applications
  • Advanced Excel knowledge
  • Advanced Cadebill knowledge
  • Working technical knowledge of contact center software/design/functionality
Bonus Experience: 
  • Experience working with OLAs and SLAs
  • Experience creating and analyzing reports in a contact center environment
  • Experience creating and documenting service processes
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. NICE inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

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