Area Manager, Customer Care (Ref. No.: 150055)

Information about the position

  • Place of work: Palachovo namesti 2, Brno, 625 00, Brno - City
  • Contract type: full-time

Job description, responsibilities and duties

We are seeking a dynamic center leader to ensure the smooth day to day running of the U-Verse Customer Care call center which will consist of approximately 50-60 call center agents and managers.
The successful Area Manager will have the responsibility of directing and managing a team of 4 Customer Care Managers and the support of a Quality Manager and Training Manager.
This exciting opportunity for an experienced customer focused and results driven manager to create a brand new call center from scratch and be involved with how it develops, grows and succeeds. The working hours are US working hours (2pm-11pm local time). So there is the requirement for the Area Manager to work these hours.

Roles and Responsibilities:
• Provides direction and guidance to direct reports
• 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.

Requirements for the employee

Required education

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Personality requirements and skills

Key Competencies and Skills:
•People Management:
• Previous experience managing managers ideally within a call center environment
• Experienced dealing with customers
• Experience of managing performance
• Previous recruitment/interviewing experience
• Can demonstrate mentoring and development of direct reports
• Experience of working with Matrix and scorecards
Technical capabilities:
• Good solid understanding of technology
• Advanced proficiency working with Outlook, Excel (charts, pivot tables), PowerPoint (creating and presenting) and Word.
Communication skills:
• Fluent use of English written and spoken
• Clear and concise communication
• Lead by example

Qualifications:
• A willingness to support a center working 24/7
• Strong interpersonal and communication skills
• An appreciation and knowledge of communication technology (e.g. media, internet, telephony)
• Some customer service exposure and aptitude
• Good organization and attention to detail skills
• A logical mind-set and a passion for problem solving
• Experience of team working
• Ability to work in multi-cultural global environment

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.

Main focus of the company's activities

Information technology, computer programming, web portals

Company address

AT&T Global Network Services Czech Republic,
The Campus Science Park, Palachovo namesti 726/2,
Brno, 625 00


ID: 2762678   Dátum zverejnenia: 12.10.2016