Overview We are looking to hire an Operations Analyst for a Social Media Client for a 6 months & renewable contract role. In this role, you will serve as the first line of defense for the Sales organization, resolving complex billing and contracting inquiries.
Responsibilities - Case Management & Sales Support: Manage and resolve a high volume of incoming cases regarding Billing, Contracting, and Payments. Serve as the primary operational point of contact for Sales teams.
- Operational Excellence (Metrics): Drive high-quality service delivery by adhering to strict Service Level Agreements (SLAs). You will be measured on CSAT (Customer Satisfaction), TRT (Total Resolution Time), and FTR (First Time Resolution).
- Billing & Reconciliation: Investigate and resolve invoice discrepancies, perform manual reconciliations, and ensure billing accuracy for clients.
- Process Improvement: Beyond answering queries, proactively analyze case trends to ...