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Join a multi-national company and
Customer Care Manager
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Directs and manages a team of Techncial Customer Care Agents in a Consumer Call Center (U-verse).
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’re launching a new customer care team in Bratislava to support our innovative digital TV, internet and voice services called U-Verse.
We need outstanding Managers to manage a team of 10-12 Customer Care Agents whose role will be to work to answer questions and resolve customer issues, supporting a wide variety of products and services.
This exciting opportunity is all about the challenge of finding solutions and collaborating with a diverse range of U.S based customers.
Key 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.
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’re launching a new customer care team in Bratislava to support our innovative digital TV, internet and voice services called U-Verse.
We need outstanding Managers to manage a team of 10-12 Customer Care Agents whose role will be to work to answer questions and resolve customer issues, supporting a wide variety of products and services.
This exciting opportunity is all about the challenge of finding solutions and collaborating with a diverse range of U.S based customers.
Key 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.
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
Working with Outlook, Excel (charts, pivot tables), PowerPoint (creating and presenting) and Word.
Customer Service Experience
Previous Team supervision experience.
PLEASE NOTE THESE ROLES ARE US WORKING HOURS
Expected start date:
Successful candidates will be expected to start between April – June subject to completion of work authorization and background checks
Customer Service Experience
Previous Team supervision experience.
PLEASE NOTE THESE ROLES ARE US WORKING HOURS
Expected start date:
Successful candidates will be expected to start between April – June subject to completion of work authorization and background checks
Advertiser
Brief description of the company
Considering we’ve done some pretty impressive work around here, that’s saying something. But we couldn’t have done it without our brilliant people, and you could be one of them. With an average of two patents a day and eight Nobel Prizes to our name, it’s no wonder that for more than a century we have been defining the industry and setting the bar for innovation. This is your chance to do the same. Explore a career with AT&T.
Contact
More good reasons to join us...
Sickness compensation plan, Private medical program, Extensive life and disability insurance
Employee discounts
Company team building events, Sports & culture
Numerous lifestyle discounts
Annual team award bonus, Special bonus for important life events
Award winning AT&T university
On-site parking
ID: 2241351
Dátum zverejnenia: 2.9.2015
2015-09-02
lokalita: Bratislava Pozícia: Call Centre Manager, Customer Support Specialist Spoločnosť: AT&T Global Network Services Slovakia