Area Manager, Customer Care

Here at AT&T we have a passion for technology which is all about making it simpler for people to live, work and play. Our service should be the same. This is where you come in.

We are seeking a dynamic center leader to ensure the smooth day to day running of the U-Verse Customer Care call center.
The successful Area Manager will have the responsibility of directing and managing a team of around 6 Customer Care Managers and the support of a Quality Manager and Training Manager.

The centers work on a 24/7 basis so ability and willingness to work shift patterns is essential. So there is the requirement for the Area Manager to work these hours.
Provides direction and guidance to direct reports

Roles and responsibilities:
• Develops data driven business plans for team or group operations including budget development

• Monitors and ensures accountability for the application of operating systems including policies and procedures, operating structure, and information flow.

• Ensures performance and quality standards through coaching and development. That include 1x1 conversations, team meetings, call observations, required safety coverage, recognition, administration of action plans and discipline as well as maintaining quality documentation for each direct report.

• Direct the flow of the operation and determine how to fix problems as they arise.

• Influences decisions regarding the hiring, performance related issues, promotional activity, and pay decisions for all call center staff

Sickness compensation plan
Company contribution to pension fund
Annual bonus
Sport & Culture
Private medical program
Extensive Life and Disability Insurance
Special bonus for the important life events e.g. birth of child, marriage
Flexible working
Numerous lifestyle discounts
Company events
Parking
Award winning ‘AT&T University’