AT&T Area Mgr - Monitoring/Cust Care
Company: AT&T
Location: Farmers Branch
Posted on: January 26, 2012
Job Description:
Selected candidate will manage a team of monitoring managers and/or the first line supervisors in a 24 x 7 Care Center responsible for monitoring/alarm/Life-Safety event activity, complaints, service order issuance inquiries and validation of service order accuracy, and technical support services.
Responsibilities will include, but are not limited to:
? Provide direction and guidance to 1st Level Monitoring Managers
? Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow
? Ensures the volume of work produced meets product/service standards and exceeds quality standards
? Develop business plans for team/group operations including budget development
? Research and develop written policies relating to compliance with state and federal retention laws for the preservation of file related materials
? Work closely with technical services to ensure database accuracy and integrity.
? Approves personnel activities concerning hiring, training/development, and evaluation of staff performance
? Ensure customer satisfaction by researching, resolving and documenting customer concerns (escalated calls)
Hours may vary as this a 24x7 technical support and care center environment.
Selected candidate must be able to become licensed with appropriate authorities/agencies to perform these job duties
Supervisory - yes
Location - Farmers Branch, TXRequired Qualifications:A minimum of 5 years experience managing in a technical support or care center operation
Previous experience managing direct reports
Excellent leadership skills
Strong verbal, presentation, communication and analytical skills
Ability to work with all levels of management
Strong negotiation skills
A passion for best-in-class customer experience
Must be able to become licensed with all appropriate authorities/agencies
Desired Qualifications:3 years of relatable call center experience in the Security/Monitoring Industry
Bachelors degree in Business or a related field
Experience managing a newly established call center
Keywords: AT&T , Dallas, AT&T Area Mgr - Monitoring/Cust Care, Hospitality, Farmers Branch, Texas
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