Description
The Telecom Expense Management Lead, Contact Center Services will serve as the primary operational liaison between HP, OB, Contact Center IT, business unit stakeholders, and supporting service providers.
This role will coordinate Contact Center requests, validate billing and organisational information, manage vendor operational issues, and facilitate the resolution of purchase order, invoice, dispute, and service-related matters.
The position will assume operational responsibilities identified for transition to a new Contact Center lead.
The role requires strong cross-functional coordination, financial and operational controls, vendor management, documentation discipline, and the ability to manage recurring meetings and action items across IT, Finance, Procurement, business teams, and external providers.
Responsibilities
- Lead Telecom Expense Management activities, including telecom billing validation, invoice and dispute management, vendor coordination, and cost optimisation efforts supporting Contact Center services.
- Develops and drives IT strategies to align with a high impact business agenda supporting the business segment, including the integration points between this function and other functional IT partners.
- Collaborates with vendors, industry consultants and senior company management to define information needs, develop cases and priorities, sustain service levels, and proactively lead business demands.
- Assists in managing spends and IT investments according to plan while ensuring timely work during budget and forecasts processes.
- Works directly with clients, internal or external, to resolve operational issues, utilising technical expertise.
- Serves as a representative of the business, function, or geography, ensuring ongoing congruence in plans between IT and the respective entities.
- Identifies opportunities where the business, function, or geography can leverage standardised IT solutions and actively promotes their adoption.
- Cultivates and sustains relationships with pivotal tactical leaders and business implementation leads, leveraging extensive business acumen spanning multiple businesses or sub-domains to foster engagement in major IT endeavours.
- Advocates for the proliferation of best practices developed from interactions between businesses, functions, or geographies and other counterparts.
- Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
- Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave