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Czech Republic

Manager, Customer Care

Location:

Brno, Czech Republic

Ref #:

153014

Date published:

18-Jun-2018
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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 Brno to support our innovative digital TV, internet and voice services called U-Verse and DirecTV. The Agents provide outstanding customer service through an inbound call center providing telephone support to domestic US customers.

Roles and Responsibilities:

We need outstanding experienced people managers who will manage, coach, develop each member of the team of Customer Care Agents.
Managers who are comfortable dealing with various technical, performance, personal issues of their team members daily.
Manager should be able to keep the team's performance, satisfaction and motivation on the top levels.

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

Key Competencies and Skills:

Previous working experience in a call center environment
Experience with managing / leading a team of 10-15 people
Experience with continuous mentoring / couching of team members
Running 1-to-1s on a daily basis; direct feedback, solving performance issues,..
Outstanding spoken and written English
Strong interpersonal and soft skills
Ability to work in a pressured environment
Ability to multi task
Lead by example
Flexible management style
Be customer-centric
Flexible to work in 24/7 working environment

Additional Information:

Currently, the main focus is on afternoon/evening/ night shifts (from 12:00pm to 8:00 am), Monday - Friday

Due to expansion the center now works almost 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 nights it gives opportunity for a better work/life balance. And during some of the quieter times managers hold important 1-to-1, mentoring/coaching of team members.