Job Summary
The Revenue Operations Manager (ROM) leads and manages Retention, Refund and Trade in Credits, Order Review, Chargeback, Revenue Assurance and Billing Administration departments while developing a robust, knowledgeable, and pro-active team environment. The ROM provides leadership, direction, coaching, and feedback to a team of supervisors and other support staff. The ROM Manager reports to the Director. Other duties may be assigned but aren't limited to:

Essential Functions

• Broad knowledge of Risk Management, Loss Mitigation and Retention operation in telecommunication industry or consumer lending is desired but not required.
• Leading the Billing QA function to deliver timely required reports; analyze data daily to ensure that all customers are billed and billed according to the terms of their agreement.
• Initiate and communicate detected issues, such as inaccurate or incorrect charges, proration exceptions, and accounts not billed.
• Identify and track key metrics to ensure that aging aligns with customer balance and billing agreement.
• Develop requirements to automate quality control processes to the greatest extent possible.
• Research, create, and implement collection strategies to increase successful collections on outstanding debt while also allowing the department to run smoothly while minimizing the company's financial losses.
• Continually analyze departmental progress and statistics and share results with executive staff and other departments as needed.
• Develop and maintain business relationships with external vendors.
• Demonstrate and uphold the company's core values to promote a culture that will encourage the staff and ensure employee satisfaction.
• Oversee and assist with the recruitment, hiring, training, and evaluation of staff members to ensure a sufficient number of staff members are available to handle the workload.
• Assist in handling disruptive and/or difficult employee and customer situations.
• Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers' needs.
• Establishes procedures, prepares and coordinates schedules, and expedites workflow.
• Develop and maintain updated knowledge of collections, fraud, and collections techniques and procedures.
• Maintain and update our credit score models as needed.
• Provide performance reports and staffing efficiency reports to management.
• Track staffing time use and recommend improvements to improve performance.
• Ensure that all KPI's for the supervisor's teams are being met.
• Examine workload volumes and prioritize work efforts to meet team goals.
• Provide coaching and professional development to supervisors to enhance their knowledge and technical abilities.
• Develop and provide continual support to the Supervisor staff through setting clear expectations, observation, follow up and appreciation.
• Takes over escalations from team Supervisors when needed to assist the customer with their issues or concerns.
• Support Supervisors in handling disruptive and/ or difficult employee situations.