Call Center Supervisor - Billing

Payvantage•Jonesboro, AR

About The Position

The Billing Supervisor at Payvantage is responsible for leading the billing function at a strategic and operational level—overseeing Team Leads and frontline staff to ensure billing accuracy, revenue integrity, and an exceptional customer experience. This role expands the Team Lead function by owning team performance, process optimization, and cross-functional alignment. The Billing Supervisor drives accountability, removes operational bottlenecks, and ensures the billing organization consistently meets KPIs tied to revenue, collections, and customer satisfaction. Where the Team Lead focuses on execution, the Billing Supervisor ensures the system works.

Requirements

5+ years of experience in billing, customer service, or revenue operations
2+ years of leadership experience (Team Lead or higher)
Strong understanding of billing systems, payment workflows, and customer lifecycle

Responsibilities

Lead, coach, and develop Customer Service Team Leads and billing staff
Establish clear performance expectations and accountability structures
Conduct regular 1:1s, performance reviews, and leadership coaching sessions
Oversee hiring, onboarding, and training programs to ensure scalable growth
Build a culture of ownership, urgency, and customer-first thinking
Own end-to-end billing operations (invoicing, adjustments, payment processing, reconciliations)
Ensure billing accuracy, timeliness, and compliance across all accounts
Monitor aging reports and drive initiatives to reduce outstanding balances and improve collections
Act as final escalation point for complex billing or customer issues
Ensure alignment between billing execution and customer agreements
Define, track, and report on key metrics: Customer satisfaction (CSAT), Resolution time, Collections / DSO (Days Sales Outstanding), Quality Assurance
Identify performance gaps and implement corrective action plans
Hold Team Leads accountable for team-level KPI execution
Identify inefficiencies in billing workflows and implement scalable solutions
Standardize SOPs, scripts, and documentation across the billing function
Partner with Product, Sales, and Operations to improve billing-related customer journeys
Drive automation and system enhancements to reduce manual work and errors
Use data insights to proactively address recurring issues and improve outcomes
Ensure all billing interactions align with Payvantage brand standards
Reduce escalations by strengthening frontline capability and processes
Monitor customer feedback and implement improvements to increase retention
Step in during high-risk or high-impact customer situations
Serve as the primary bridge between leadership and billing operations
Deliver regular reporting on team performance, revenue trends, and risks
Collaborate with: Sales (alignment on deals and approvals), Finance (revenue accuracy and reporting), Operations/Product (process and system improvements)