Responsible for managing a team of up to 15 - 17 call taking representatives. First point of contact for all representative issues. Maintain adherence to departmental policies and procedures. Maintain knowledge of AT&T systems and processes. Manage all attendance and performance related issues for representatives. Work closely with team to ensure One Call Resolution and quality customer service. Oversee all of the representatives' activities. Coach, direct… Show more Responsible for managing a team of up to 15 - 17 call taking representatives. First point of contact for all representative issues. Maintain adherence to departmental policies and procedures. Maintain knowledge of AT&T systems and processes. Manage all attendance and performance related issues for representatives. Work closely with team to ensure One Call Resolution and quality customer service. Oversee all of the representatives' activities. Coach, direct, motivate, and appraise performance of representatives. Provide counseling and mentoring to staff. Write and conduct annual and monthly Performance Reviews. Facilitate weekly meetings. Provide benefit communication when needed. Create and deliver a positive and rewarding work environment. Coach Representative’s on career opportunities. Show less

Educating and monitoring the work place to ensure that conditions assure high productivity, avoidance of illness and injury risks, and increased satisfaction among the Call Center. Responsibilities:  Coordinate and facilitate quarterly meetings to educate the importance as well as the science of fitting workplace conditions to the capabilities of the working population.  Perform annual inspections of each work area while documenting and requesting changes as needed or… Show more Educating and monitoring the work place to ensure that conditions assure high productivity, avoidance of illness and injury risks, and increased satisfaction among the Call Center. Responsibilities:  Coordinate and facilitate quarterly meetings to educate the importance as well as the science of fitting workplace conditions to the capabilities of the working population.  Perform annual inspections of each work area while documenting and requesting changes as needed or required. Create and submit annual report of the Centers Ergonomic statistics. Show less

Committed to improving customer retention through various services and programs. Solved customer requests or inquiries with the highest degree of professionalism and courtesy to ensure one call resolution. Provided expert service support in a variety of areas for multiple markets/regions including but not limited to billing, calling plan analysis, technical troubleshooting, and account management. Continually maintained working knowledge of all company products, services and… Show more Committed to improving customer retention through various services and programs. Solved customer requests or inquiries with the highest degree of professionalism and courtesy to ensure one call resolution. Provided expert service support in a variety of areas for multiple markets/regions including but not limited to billing, calling plan analysis, technical troubleshooting, and account management. Continually maintained working knowledge of all company products, services and promotions. Made recommendations according to customer needs, on features, accessories, upgrades and rates plans. Meet and exceed all required monthly performance goals. Show less

Assist customers in all aspects of service fulfillment by demonstrating proficient use of proprietary devices and applications; proactively create enhanced shopping experiences through the heightened use of tools, technology and collaborationProcess merchandise to floor ready standards and assist the Merchandise Team Lead with the placement of merchandise on the sales floorPlace product to appeal to customer preference; Maintain high customer readiness standards by delivering a clean… Show more Assist customers in all aspects of service fulfillment by demonstrating proficient use of proprietary devices and applications; proactively create enhanced shopping experiences through the heightened use of tools, technology and collaborationProcess merchandise to floor ready standards and assist the Merchandise Team Lead with the placement of merchandise on the sales floorPlace product to appeal to customer preference; Maintain high customer readiness standards by delivering a clean, neat, easy to shop store environmentCommunicate issues to Manager and or Merchandise Team Lead Process damages, transfers, and return to vendor merchandisePerforms other duties as assignedRegular, dependable attendance and punctuality Show less