Manager, Technical Care (Guadalajara)

At AT&T, we bring the world together with technology in ways you never imagined. Whether it’s your next big idea or the newest innovation, we’re looking for people like you to lead the way. It’s an opportunity to combine your passions for entertainment, media and technology to transform our company and your career. Step into a future with AT&T.

Our Team Manager will direct and lead a team of bilingual help desk representatives who help connect our customers everywhere they live and work. In your role you will work with Experts to develop their skills with a broad range of customer service issues like missing promotions, billing and return issues. Your team will take on complex issues ranging from simple billing corrections to understanding the various post-order issues that our customers face. Their day will be spent researching cases to uncover issues, using critical thinking skill to diagnose, then fully resolve problems. You may be tasked with identifying, tracking, and rendering issues to assist in various root cause eliminations.

What you’ll do:

• Create individual, data-driven tactical developmental plans; analyze data, trends and calls to drive performance amongst representatives; resolve customer escalations through internal and external partners; recommend operational improvement, identifying opportunities to reduce cost, and enable first call resolution.
• Ensure performance and quality standards through coaching and development responsibilities including 1x1 conversations, team huddles, call observations, required safety coverage, recognition, administration of action plans and discipline while maintaining quality documentation for each direct report.
• Continually identify and propose new ideas for improving department effectiveness & keep all staff informed of any perceived trends, positive or negative, in calls being received and/or solutions being deployed.
• Ensures professional and courteous representatives provide customer service with the objective of resolving escalated issues and enhancing the company’s reputation for outstanding customer service.
• Plans, directs, supervises, and evaluates workflow; directs the flow of the operation and determine how to fix problems as they arise.
• Responsible for training, evaluating, and managing performance evaluations of direct reports; influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Who makes a great fit for the role? There are a few must-haves:

• Advanced Bilingual Spanish and English language conversational skills; ability to interact with advanced English fluency and comprehension.
• Typically requires 3 to 5 years relevant experience in area of responsibility.
• Schedule flexibility: Our centers operate Monday through Sunday from 7:00 am to 8:00 pm and adapt to Daylight Savings Time when applicable. You may be required to work some holidays.

Training Expectations

You will be required to attend 100% of your Training at the Office (between 1-3 months). After finishing your training, your Business Unit will decide if you will work at home or at the office based on several factors, including operation’s needs, facility capacity, and overall performance. AT&T will provide the necessary equipment and you will need to provide a suitable workspace with stable internet connection (at least 20mbps wired connection) and cell phone signal. All company provided equipment must be transported home in secure and private transportation of your choice. During your 90 days trial period you will not be authorized to request vacation or personal days off.

Work From Home?

How adaptable is my schedule? Schedules are based on performance, seniority, and the operating hours of your site. This position requires you to be available to train/work 5 days (40 hours during operation hours) + 2 resting days per week. Our center operates from 7:00 am to 8:00 pm CST, Monday to Saturday (considering Daylight Saving Time & Holidays).

Is training paid?

Absolutely! And certain benefits also start accruing at the start of training - like meal and grocery vouchers.