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Call Center Manager - Credit & Collection


Mexico City, Mexico

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Recommends credit limits, handles special credit arrangements, and problem collection accounts. Oversee analysis of accounts receivable, aging of accounts to determine overdue accounts, and application of collection procedures. Leads the analysis of accounts receivable, aging of accounts to determine overdue accounts, and collection procedures.
Job Summary

Roles and Responsibilities:

Manage a team to 15-20 customer facing agents, performing soft collections/customer service
- Ability to lead and develop high performing teams
- Ability to multitask day to day activities and multiple projects effectively
- Responsible for recruitment, training, coaching and discipline of team members
- Monitors call, performing QA observations, delivering feedback as needed based on behaviors
- Performs 1x1 conversations, team meetings, recognition, administration of action plans as needed, while maintaining documentation for each direct report
- Proven ability to solve customer escalations in an effective and efficient manner
- Complies with AT&T defined practices and policies to achieve BU goals and objectives

Key Competencies and Skills:

- Supervisory Experience over cross-functional teams
- Fluent in English and Spanish (read/write/speak)
- Communicate effectively, both oral and written
- Proficiency working with Outlook, Excel, PowerPoint and Word.
- Analytical and critical thinking
- Flexible and adaptable, working in an ever changing environment
- Ability to work flexible schedule as per business needs

Education and Qualifications:

- Customer Facing Experience (preferred)
- Call center experience (a plus)