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Customer Care Service Lead


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Job Details

Company AT&T

Job Title Customer Care Service Lead

Jobid att4-4140164

Location: Brno, CZE

Description Service Lead Customer Care responsibilities will be to act as team dedicated senior advisor, who will be primarily supporting Escalation desk role for the most complex technical issues by utilizing advanced set of tools and databases for the successful resolution of customer issues and queries. The role will further represent the first point of contact when it comes to customer escalation prior engaging Operations Manager or Area Manager. Service lead is expected to cooperate closely with Ops Manager on following up on the coaching and action plans by monitoring real time behaviors of agents during the calls.

**Roles and Responsibilities:**

1. Supporting Customer Care Escalation Desk engagements for U-Verse residential customers

2. Acting as the senior advisor from the technical, quality and process perspectives for the existing Customer Care agents in Kosice and Bratislava U-Verse Customer Care Centers

3. As dedicated resource, working closely with the respective Operations Manager, performing follow ups on the existing coaching and development action plans with the existing U-Verse customer care agents and provides real time feedback on performance opportunities and improvements back to respective Operations Manager

4.Collaboration daily with the Quality and Process Manager, suggesting process and quality improvements, based on the customer care agents feedback, gathered regularly from day to day operations

5. Developing technical and process related content for the accelerated huddles and/or team meetings based on the requirements dictated by team's performance results

**Key Competencies and Skills:**

First point of contact for customer escalations

Utilizing more advanced tools and databases

Observing agents behavior and communicating observations back to supervisor

Developing and maintaining knowledge share across the team"

**Education and Qualifications:**

The requirement for an individual to be considered for Service Lead promotion are but not limited to:

1. Stable performance results on long term basis

2. Strong, effective and empathetic communication and negotiation skills

3. Success full completion of Escalation Desk Training curriculum with the passing score min 90%"

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