Manager Customer Care

Directs and manages a team of Techncial Customer Care Agents in a Consumer Call Center (U-verse).

Key Roles and Responsibilities:

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 responsibilities 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.

Additional responsibilities include: self-development, adherence tracking, business continuity and project management, ability to multi-task and prioritize tasks in fast environment, champion change and strong communication skills are required.

Provides direction and guidance to Technical Customer Care Agents.