AT&T (Guadalajara) Call Center Manager - Credit & Collection in Guadalajara, Mexico
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.
Roles and Responsibilities:
Call Center Team Management:
Manages team of 18-22 front line agents.
Exercises judgment within AT&T defined practices and policies for achieving BU goals and objectives
Performs all management activities for subordinates including recruitment, training, coaching, and performance evaluation; encourages professional development through job assignments and training.
Influences decisions and makes recommendations regarding the hiring, firing, disciplinary action, and promotional activity. Works closely with the HR Business Partner and local HR Country Manager
Utilizes available technology to provide a 1-stop effortless experience. Supports the team as required including training on AT&T tools
Ensures performance and quality standards through coaching and development responsibilities 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.
Ensures performance and quality standards for real-time operational metrics (Longest Call Waiting, Average Handle Time, Calls in Queue, etc.)
Provides leadership for a single or multi-function groups
Proficiency working with Outlook, Excel (charts, pivot tables), PowerPoint (creating and presenting) and Word.
Aptitude to become proficient on several internal applications - supporting by training programs as required.
Develops data driven business plans for team or group operations including budget development.
Call Center Process Management:
Additional responsibilities include: self-development, adherence tracking, business continuity and project management, ability to multi-task and prioritize tasks in fast environment, champion change and strong communication skills are required
Direct the flow of the operation and determine how to fix problems as they arise.
Serves as first stop on escalation path for Customer interactions that cannot be resolved by the front-line Agent and/or where an Effortless Customer Experience has been compromised. Reinforces BU, Shared Service Center and AT&T Culture
Ability to recommend strategic operational initiatives.
Key Competencies and Skills:
: - Fluent in English and Spanish (read/write/speak)
Passion to solve customer escalations in an effective and efficient manner
Strong Leadership Skills (people management, communication, meet/exceed business objectives)
Enthusiastic about developing and coaching people
Agility to work in dynamic environment
Ability to work flexible schedule as per business needs
Education and Qualifications:
Customer Facing Experience (public contact work, complaint handling or collections work)
Call center experience
Supervisory experience over cross-functional teams
Ability to recommend strategic operational initiatives
Strong interest in technology and adaptability to learn about new products/services
Displays great interest and enthusiasm around AT&T products. Knowledge of industry trends and changing business needs