Assistant Manager - Collection & Retention

Role & Responsibilities:

• Increase net additions and minimize involuntary disconnections.
• Reduce high ARPU disconnections to retain premium customers.
• Decrease billing-related trouble tickets (TTs) and reopen cases.
• Enhance agent-level productivity by improving resolution efficiency within 48 hours.
• Deliver high CSAT scores through effective issue resolution and engagement.
• Ensure reconciliation and timely payment of government and bulk accounts.
• Reduce waiver GART to optimize turnaround time and cost efficiency.
• Implement strategies to lower overall net churn and retain customers.

Must have:

• 6+ years experience in customer billing, retention, or dispute resolution.
• Strong analytical and problem-solving skills to improve billing processes.
• Ability to drive efficiency and optimize workflows.
• Excellent communication and negotiation skills.
• Proficiency in data analysis and reporting tools.
• Team management and stakeholder coordination experience.