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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 are seeking a dynamic center leader to ensure the smooth day to day running of the U-Verse Customer Care call center.
The successful Area Manager will have the responsibility of directing and managing a team of around 6 Customer Care Managers and the support of a Quality Manager and Training Manager.
The centers work 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:

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

Education and Qualifications:

Proven experience in managing Customer Care /Call Centre or similar is preferred
People management skills appreciated

Additional Information:

Workplace: Brno, Bratislava or Kosice
Working hours: afternoon/evening/night shifts (covering US market)