Operations Manager

The role of Operations Manager will support customers through activities which may include but not be limited to the receipt of customers calls, inquiries and complaints resulting in trouble tickets, order input, data gathering and traffic studies. You will work with various groups for billing, message and trouble resolutions that directly impact the service(s) provided to customers.


The successful Operations Manager:

• Serves as primary customer advocate and escalation point of contact regarding service performance issues.
• Responsible for meeting all operations service levels which include incident management, problem management, change management, and availability.
• Ensures proper due diligence is performed in determining root cause to client incidents.
• Provides operations reports to customer including performance to service levels, tracking chronic issues and remediation plans.
• Interfaces with AT&T Global Client Service Center (GCSC), other AT&T support centers and AT&T managed third parties as needed.
• Strong Technical background in WAN/LAN/Security, and other networking technologies.
• Experience with AT&T’s MRS/MLAN/AVPN/ADI/ASE/MSS/ANIRA and other services highly desirable.
• Customer facing experience, especially in “crisis” situations – major outage/incident affecting multiple end users and/or high business impact.

Qualifications
• Call Center Technologies
• CRM Strategy Design and Implementation
• Cust Suprt Policies Standards & Proced
• Customer Interaction
• Customer Relationship Management (CRM)
• Customer Support Function
• Customer Support Operations
• Deliver customer-focused results
• Ignite innovation and change
• Knowledge of Customers
• Knowledge of Product Line
• Service Excellence

Need to work US ET shift as she/he will be supporting the US Ops management shift

Salary from 2020 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.