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ICM Manager Customer Care


Bratislava, Slovakia

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

Roles and Responsibilities:

The Agents provide outstanding customer service through an inbound call center providing chat and telephone support to domestic US customers.

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 have an expanding customer care team in Bratislava to support our innovative digital TV, internet and voice services called U-Verse and DirectTV

We need outstanding experienced people managers to manage a team of 12-15 Customer Care Agents whose role will be to work to answer questions and resolve customer issues, supporting a wide variety of products and services.

Due to expansion the center now works 24/7. You will work a 40 hour week on a rotational shift pattern. Our current team finds this flexibility extremely motivating as whilst the shifts cover some evening and the occasional weekends it gives opportunity for a better work/life balance. And during some of the quieter times will allow managers to hold those important 1 to 1, mentoring/coaching of team members.

This exciting opportunity is all about the challenge of finding solutions and collaborating with a diverse range of U.S based customers.

The role of the manager is varied with opportunity to grow and develop within a truly global organisation

Key Competencies and Skills:

Outstanding spoken and written English
Ability to work in a pressured environment
Ability to multi task
Lead by example
Flexible management style

Additional Information:

In an effort to reduce costs, drive performance and improve the customer experience, The U-verse Care team under Diana Young has established an AT&T U-verse Care Center in Kosice, Slovakia. Needed to maintain span control of 1 manager for every 15 agents.