AT&T Area Manager Call Center in Mexico City, Mexico

Responsible for the overall operation of an inbound Call Center team (between 7–10 first level Supervisors and 120 costumer advocates), who handle the day to day customer service issues requests which may include any of the following: new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, sales, adjustments, service order issuance inquiries and validation of service order accuracy.

Roles and Responsibilities:

  • Provides feedback, coaching, training, motivation, and support to sales coaches, sales managers and representatives; counsels and advises subordinates regarding performance and discipline.

  • Interact and develop strong relationship with different stakeholders.

  • Develops business plan to achieve volume expected to meet operational goals, unit and revenue objectives.

  • Identify BU needs and creates and implements operational improvements.

  • Overall responsibility for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate teams employees

  • Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow

  • Makes suggestions and recommendations as to the hiring, firing, advancement, promotion, and other status changes for employees under their supervision.

  • 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

  • Manages customer retention management (CRM) including resolution of customer concerns, defining and developing a customer contact strategy.

  • Direct the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating, and managing performance evaluations of direct reports.

  • Show their product knowledge expertise and educate to the management team

  • Push and engage to the key parties to deploy recognition programs aligned to team needs

  • Collaborate and working on projects across the teams

Key Competencies and Skills:

  • 5 years of experience in a Call Center

  • Minimum 3 years of experience on:

? * Call Center processes and metrics

? * Managing a group of people (minimum 5)

? * Analyzing data trends.

? * Interviewing people and identify talent

? * General knowledge about Mexican labor law

Professional Skills:

  • Fully Bilingual (English - Spanish)

  • Data Analytic skills

  • Leadership and communication skills

Education and Qualifications:

Education:

Bachelor’s degree