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:

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

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: