Track Lead (Support & Operations)

Job Summary

TEMS (Telephone Expense Management System) - JD

Location: India

Role: Permanent

Role: L3

 

Required Skills – Telecom Expense Management System

• 6 to 8+ years of experience in Management of Telecom expense.


• Good understanding on leading TEMS platforms as Calero, TangoeOne etc.


• Understanding of Order Management for Mobile Phones & Tablets


• Understanding and experience of Invoices, billing, Inventory Management


• Dispute Management- Audit bills for discrepancies, Track rate plans, waived charges, tariff filings and automatically update the system.


• Work directly with the Mobile Service provider on Bill plans and Billing related queries.


• Effectively manage fixed-line voice, data, and wired/wireless expenses.


• Handling user calls basis enquiry, request and complaints on Call usage, Data usage, Plans, VAS, Billing issue, Coverage related issues.


• Cost Optimization- Minimize waste & maximize savings opportunities, analyze and assess the current service design, usage levels alongside contracted subscription plans etc.


• Optimization plan for wireline/wireless telecom accounts/services.


• Contract & SLA Management- Contract management and SLA enforcement, Track commitment levels and forecast expected attainment dates, Track contract expirations/renewals


• Manage Forward and Reverse Logistics


• Responsible for RMA management such as broken screen, IP phone replacement etc.


• Responsible for PO, billing, and procurement of new inventory/hardware.


• Responsible for follow up with vendors on missing invoices and ensure invoices are received


• Log & monitor tickets on erroneous invoices, EDI files and ensure completion.


• Analyze invoices, identify reason of past due and work with vendor to resolve past dues.


• Analyze misapplied payments and work with customer to get payment information and reconcile disputes.


• Work with vendors to resolve payments and overbilling disputes.


• Identify billing errors and TEM invoice lifecycle.


• Reporting and Analysis of the Billing, contracts, and Data and Voice Usage.


• Should understand leading Telco Portals and their processes flows.

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KEY TECHNOLOGIES:

• Prior experience on Calero or Tangoe TEMS Platform


• Voice/Data, Managed Services, Billing, Invoice Management, Erroneous invoice settlement


• Understanding of technology terms used as DID, Toll-Free, SIP, PSTN, ISDN, MPLS etc.


• FXS, FXO, Porting, Purchase Orders, T1/E1/ CAS, MPLS, Service Provider Connectivity, Last mile.

 

Good Communication Skills

• Ability to communicate technical issues clearly in person, on the telephone.


• Good problem analysis and problem-solving skills.


• Should have a great customer handling skill.


• Open for 24x7 availability.


• Able to handle unforeseen situations.


• Strong customer focus and good teamwork skills.


• Relevant experience on Telecom Technologies.


• Should have worked in an environment of more than 5000+ mobile clients.

Key Responsibilities

1. Enhance operational systems to facilitate improved management reporting, streamline information flow, optimize business processes, and support organizational planning.

2. Understand client requirements and accountable in ensuring support team is meeting client expectations.

3. To lead and mentor the project team and ensure transparent communication of project goals.

4. Brining new ideas and innovation for process development and overall organizational progress.

5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

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Other Requirements

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