Customer Service Controlling Specialist - Remote

We are looking for a Customer Service Controlling Specialist
Responsibilities:

• Responsible for the entire invoice creation and/or audit process for all contact center service provider invoices, including:
• Continuous optimization of the entire invoice audit process
• Independent clarification of invoice discrepancies with service providers
• Documentation of agreements and regular updates to superiors
• Cost controlling (recording and analysis of cost development, including cost forecasting)
• Contract management
• Ensuring that contract data is maintained in a central master sheet
• Ensuring that contract renewals are initiated in a timely manner
• Accompanying and monitoring further processing (until contract signing)
• Preparation of daily, weekly, and monthly results of the contact center service providers
• Creation and maintenance of performance master sheets based on data from various systems
• Participation in the creation of monthly volume or staffing forecasts and the annual outlook
• Ensuring that the necessary evidence is provided by all responsible parties in a timely manner for audits and that the evidence is uploaded to the designated systems
• Ensuring that reports of data breaches are checked for completeness, further processed, and that deadlines are met
• Support of various special topics with the service providers (close exchange with the contacts at the service providers)
• Agent motivation program
• Issue lists (reporting and subsequent processing of reported quality challenges)
• Project review of individual projects (development and financial impact)
• Benchmarking
• Time and motion study