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Area Manager, Customer Advocate - EG


Mexico City, Mexico City, Mexico

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Leads a team of Customer Advocates who utilize appropriate sales techniques to encourage a good customer relationship and enhance the buying experience.

Responsible for meeting or exceeding individual sales objectives, as well as meeting or exceeding customer care commitments. Interacts with customers demonstrating the highest degree of courtesy and professionalism to resolve issues, providing service/support in ONE interaction. Leverage various tools & technologies to provide support and effortless experience to customers (external and/or internal). Stays current on new and changing tools and technology both used and sold by AT&T. Serves as a Trusted Advisor to provide support to customers (external or internal) on matters spanning products & services, billing, orders, complaints, and/or other customer requests. Serves as a customer advocate for international customers. Applies customer relationship and/or sales techniques to recommend and/or sell a variety of AT&T products or services to meet customers' needs.

Roles and Responsibilities:

Key Responsibilities include:
• 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:

Key Competencies and Skills:
• Advanced English skills (written and verbal)
• A willingness to support a center working 24/7
• Strong interpersonal and communication skills
People Management:
• Previous experience managing managers ideally within a call center environment
• Experienced dealing with customers ideally US customers
• Experience of managing performance
• Previous recruitment/interviewing experience
• Can demonstrate mentoring and development of direct reports
• Experience of working with metrics and scorecards
Technical capabilities:
• Solid understanding of technology
• An appreciation and knowledge of communication technology (e.g. media, internet, telephone)
• Good organization and attention to detail skills
• A logical mind-set and a passion for problem solving
• Ability to work in multi-cultural global environment

Education and Qualifications:

Education and Qualifications:
o Minimum 1 year experience as Proximity Manager or Minimum 5 year experience as Call Center Area Manager.
o Bachelor degree (preferred)