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Czech Republic

Area Manager, Customer Care


Brno, Czech Republic

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Here at AT&T 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 Brno to support our innovative digital TV, internet and voice services called U-Verse.
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 - 6 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 center works on a 24/7 basis so ability and willingness to work shift patterns is essential. 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

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

Education and Qualifications:

Advanced English skills (written and verbal) - B2/C1 level
• 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