At&T Communications, Inc. Work Values

Daily Duties at At&T Communications, Inc.:

• Monitored the performance objectives and measurements while coaching DSL agents on how to improve their individual customer calls. • Understand how performance and productivity is measured in the Call Center for (12 – 16) Customer Assistant agents. • Identified when metric results were not an accurate reflection of agent performance. Page 2, Resume Continuation (Dexter O. Shambley) • Ensured that a statistical anomaly did not result in the loss of a valuable member of the team or a loss of confidence in his or her leadership abilities. • Maintained day-to-day management and operations of their teams. • Ensured operational excellence by coaching, developing, monitoring and holding agents accountable for meeting performance objectives. • Maintained and implemented Management System and Operating Control (MSOC) training guidelines as appropriate. • Conducted ‘Walkabouts’ throughout the production floor to ensure that all scheduled agents were present and at their workstations. • Used Call Center Assistant (CCA) and Share Drive or other application tools for agent documentation • Verified if issues needed immediate attention from manager. • Ensured login into CMS and IEX Total View applications to view and monitor agents’ progress and offer management assistance. • Planned and scheduled additional training, coaching and development/performance review opportunities as needed. • Prepared and conducted Huddles and Team Meetings on a daily basis as needed. • Periodically instituted Action Plans to agents that fall short of expected goals in an effort to change and/or correct behavior related to bedrock metrics. • Pulled and analyzed performance reports and data (using Scorecard) to identify low/high performers’, analyze the cause, review pervious performance for negative trends and identify opportunities for coaching. • Took Presidential and/or Escalated calls from agents with irate customer complaints that requested a higher-level of authority. • Worked with several Call Center metrics on a daily basis to include: FCR, DRR, TACR!FT Score, TACR!FT Q-10, Call Efficiency, AQS, Adherence, FTT compliance, AHT and Quality Score.

What they like about At&T Communications, Inc.:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Call Center Operations, Call Center Technology, Coaching, Mentoring, Communications, Leadership, Decisive, Management, Operations, Organization, Workforce, Monitoring, Development, Projects, Programs, Training, Performance

Skills

Process Improvement, Customer Service, Problem-solving , Interpersonal, Project Management, Coaching & Mentoring, Communications; Oral & Written, Analytical Skills, Program Administration, Operations & Management, Supervisory skills, Leadership , Action-oriented, Results-oriented

These are some of the questions we asked our climbers about their experiences with At&T Communications, Inc.: