At&T (I.E. Bell South Telecommunications Work Values

Daily Duties at At&T (I.E. Bell South Telecommunications:

Oversaw regional performance initiatives for 400 technicians and 56 supervisors. Managed daily functions of 3-30 employee Network Call Centers. Acted as consultant to 10 Centers. Mapped standardization processes for regional consistency, maintaining 100% compliance. o Performed in excess of 1500 on-site timing observations for establishment of engineered service-metrics on tasks performed within Call / Work Centers, ensuring confidence levels and standard deviation are valid. o Standardized work practices and workforce management processes, maintaining consistency within all operating units with ongoing onsite field monitoring. o Fostered consistency in current operating unit by preparing 28-question Certification / Audit process for 56 1st Level Supervisors, meeting requirements of Certification, interviewed and coaching each on site. • Consulted on research and correction of problems associated with key measurement indicators, improving customer satisfaction percentages by 10% with overall of 95% total result. • Provided monthly regional statistical analysis, optimizing work force to 95%. • Performed as resource SME for Employee Performance Tallying System covering 400 employees, gaining 100% usage compliance. o Acted as Resource consultant and conducted on-site training for Forecasting Schedules and Resource Loads for 10 Managers and 56 Supervisors, creating well informed employees. o Trended all 10 Centers Key Measurement Indicators, tracking tasks and force modeling. o Monitored regional monthly activity volumes covering 400 technicians, targeting inconsistencies with efficiency and utilization measurements. • Participated with Cost Finance Team with Unbundled Network cost analysis, driving down costs by 10%. o Partnered with Network Finance, developing working Forecasting Schedule for use within all 10 Call / Work Centers for monitoring of work / headcount variances. • Presented and gained regional buy-in and implemented Business Process Improvement Plan, resulting in $300M in cost savings and headcount reductions for 1st year.

What they like about At&T (I.E. Bell South Telecommunications:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

process designer, change management, business analyst, Requirements gathering, Design Thinking, Lean Analysis

Skills

Mentoring, Management, Call Center Management, Business Analysis, Process Design, Change Management, Trainer, Facilitator, Design Thinking, Lean Analysis, Six Sigma Techniques, Requirements Gathering, Project Management

These are some of the questions we asked our climbers about their experiences with At&T (I.E. Bell South Telecommunications: