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Specialist, Complex Order Services


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Job Details

Company AT&T

Job Title Specialist, Complex Order Services

Jobid att4-6047486

Location: Bratislava, SVK

Description • Serves as backup/support for Team Managers including leading and directing teams of agents when managers are not present.

• Coaches and holds accountability conversations with agents as required following up on existing/ongoing coaching action plans by monitoring real time behaviors of agents during calls and providing feedback to the management team regarding disciplinary actions when necessary.

• Develops and delivers technical and process related content for accelerated huddles and team meetings based on his or her daily observations and/or direction from Team Managers and Area Managers.

• Provides leadership and communication of tasks/objectives to agents per the expectations set by center leadership to ensure productivity, quality, customer service and/or revenue objectives are met and exceeded.

• Administers organizational and company policies that directly affect subordinate employees including conduct, performance and attendance management and disciplinary practices.

• Partners with training team to lead new hire and nesting classes by coordinating resources for mentoring, monitoring real time adherence and contributing to any additional/continuous coaching/training activities.

• Serves as the first point of contact for customer escalation after escalation desk has been engaged and prior to engaging Team Manager or Area Manager.

• Coordinates center-wide events such as Diversity & Inclusion, ERG, Customer Service Appreciation Week, etc.

**Key Competencies and Skills:**

∙ Advanced spoken English: B2-C1 level

∙ A logical mind-set and a passion for problem solving

∙ Ability to work in 24/7 environment (Morning shift, Afternoon Shift, Evening shift, Night Shift based on the business need)

∙ Basic knowledge of communication technology (e.g. INTERNET, TV, PHONE, ...)

∙ Ability to interact with customers on the phone during problem determination process

∙ Good organization and attention to detail, flexibility

∙ Ability to work in multi-cultural global environment

**Education and Qualifications:**


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