Call Center Manager (GDL - ISM Loyalty) at AT&T Careers - AT&T Careers
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Call Center Manager (GDL - ISM Loyalty)


Responsible for the overall operation of an inbound Call Center team (between 15 to 18 customer advocates), who handle all customer account needs, included but not limited to sales, product promotions, and payments.
Overall responsibility for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate teams employees
Ensures the volume of work produced meets product and service standards and exceeds quality standards. Plans, directs, supervises, and evaluates work flow to create a high performance environment

Roles and Responsibilities:
Manage a team to 15-20 customer facing agents, performing soft collections, customer service, retention y/o sales products
- Ability to lead and develop high performing teams
- Ability to multitask day to day activities and multiple projects effectively
- Responsible for recruitment, training, coaching and discipline of team members
- Monitors call, performing QA observations, delivering feedback as needed based on behaviors
- Performs 1x1 conversations, team meetings, recognition, administration of action plans as needed, while maintaining documentation for each direct report
- Proven ability to solve customer escalations in an effective and efficient manner
- Complies with AT&T defined practices and policies to achieve BU goals and objectives

Key Competencies and Skills:
- Supervisory Experience over cross-functional teams
- Fluent in English and Spanish (read/write/speak)
- Communicate effectively, both oral and written
- Proficiency working with Outlook, Excel, PowerPoint and Word.
- Analytical and critical thinking
- Flexible and adaptable, working in an ever changing environment
- Ability to work flexible schedule as per business needs

Education and Qualifications:
- Customer Facing Experience (preferred)
- Call center experience (a plus)
- Sales Experience (a plus)

Additional Information:
For AT&T candidates: Consider that there will be no relocation bonus and that there is a required minimum of 6 months in current role.
Job ID 152996 Date posted 06/12/2018



Very good work - life balance


Currently none so far ..

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