Billing Production Specialist

Position Outline

This position involves provision of support to the call centre in the coordination of service provision and technical support to the billing function. It does not involve programming IT systems, but it is likely the incumbent would be technically literate in some discipline. It will normally require interfacing with technical staff and external agencies involved in the provision of materials or support services.

Tasks may include:

Ensuring billing cycle requirements are met in terms of timeliness and accuracy.

Investigating peculiarities in billings runs, batches or individual accounts as required.

Analysing the issues involved in billing production to address errors, including IS, service providers and delivery agencies.

Development and implementation of reporting systems to capture data relevant to the effective management of the billing function.

Liaison and monitoring of external service provider relationships.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

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Salary Table

Scheduling and Rostering

Position Outline

This role is principally aimed at maintaining work and roster systems to ensure service targets are met based on forecasted information provided by historical data or IT systems. It may involve basic calculations and liaison with team leaders or supervisors, or assisting the operation of specialist equipment (such as predictive dialers). Higher levels of expertise and analysis are provided by Quality/Workforce Analysts (see below).

Tasks may include:

Developing or using information systems to ensure the correct scheduling of staff to meet agreed service levels.

Liaison with team leaders and other supervisors to ensure issues related to the rostering and scheduling process are addressed.

Providing feedback to other specialist and management staff on day to day matters relating to the implementation of staff schedules.

Resolving problems with staffing levels through liaison between team leaders and with management.

Reporting on availability and selected other management statistics to assist call centre management to meet KPI’s

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

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Salary Table

Campaign Coordinator/Sales Support

Position Outline

This role involves broad ranging coordination of customer contact activity in a project or campaign based environment, or through an account management process. They may be involved in training staff on product or service lines particular to a launch or marketing drive, without actually being formally designated as "Trainers" (see "Training Officer" below). They may work across other departments with franchisees, agents, service providers or other third parties to get feedback, provide guidance or disseminate information.

Tasks Include:

Liaise between functional areas to ensure the flow of information contributes to organisational effectiveness.

Coordinate and produce reports on campaigns to assist with assessment of outcomes based on sales, contact or other targets.

Liaise with third party suppliers to ensure delivery of services or supporting products.

Coordinate the development of campaigns including sales and marketing support, training on products or procedures, and assisting management in the implementation and evaluation of the campaign.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

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