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Senior Billing Design Analyst
Spectrum
Charlotte, NC, United States
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JOB SUMMARY
Contributes to Charter’s success by ensuring business needs are realized through analysis and reporting activities created for the Customer Operations organization. Responsible for gathering data from various systems and sources to perform trending, forecasting, and business impact analysis. Reviews processes and data for Customer Care operations, programs and initiatives that support and enhance the Company's commitment to customer satisfaction and revenue growth.
MAJOR DUTIES AND RESPONSIBILITIES
Leads and supports major initiatives that help the Process Re-engineering team goal to combine the Voice of the Customer and Voice of the Process to provide a clearer understanding of Customer issues and drive improvements.
Creates data driven analysis and executive presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tables.
Manages intake of requests to Process Re-engineering team, creates detailed process flow documents, coordinates approval with Care SMEs and facilitates governance sessions with executive leadership.
Leads requirements gathering and analysis sessions with business/end users on topics related to Internet, Voice and Cable services.
Work as liaison between customer care and IT as needed to support process changes.
Presents data that is easy to understand with proper documentation for successful user adoption.
Support overall Process Re-engineering team in successful delivery of projects.
Creates benchmark reports and interpret results in order to improve overall operations.
Conducts any necessary research as needed to ensure data integrity in the reporting provided to business users.
Performs analysis, trending, and communication of key performance indicators.
Investigates and performs root cause analysis of complex nature.
Monitors and reviews reports and records of activities to ensure progress is being accomplished toward specified program/project objectives and recommends changes in methodology as required to attain business objectives.
Makes recommendations based on data for process improvement and strategic business decision making.
REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to speak to large groups with advanced presentation skills
Ability to perform critical thinking in the area of data analysis and process
Ability to work independently with minimal instructions
Ability to prioritize and organize effectively and manage multiple requests/assignments
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to analyze key performance indicators/metrics
Ability to manage multiple projects
Ability to prioritize and organize effectively
Ability to maintain confidentiality
Ability to use personal computers and proficient software knowledge (i.e. MS Office, PowerPoint, Visio)
Proven ability to perform effectively in a fast-paced environment
Exceptional written and verbal communication skills
Prior experience and passion for leveraging data to drive significant business impact
Possess the intellectual curiosity to work through ambiguity
Knowledge of general accounting and billing procedures
Experience is using Customer Care tools like Oracle Knowledge Management and CRM is a plus
Education
Bachelor's Degree in Business, Statistics, Mathematics, or Economics from a four-year college university or related field, equivalent training, education and experience
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
4+ Years Business/Process Analysis work experience
4+ Years Billing system code configurations (including prerequisites)
4+ Years Billing system experience related to campaigns, rates, packages, taxes
4+ Years Database reporting tools, queries, SQL, macros
4+ Years ICOMS/CSG experience preferred
Experience using Lean Six Sigma Tools
WORKING CONDITIONS
Office environment
Travel less than 10% of the time
Vision ability close vision, peripheral vision, and ability to adjust focus