AT&T is looking for a Calll Center Quality Lead for its call center located in IA0017 Davenport 100 E Kimberly Rd.
Position Description:
Individual contributor with strong knowledge of customer systems and products/services responsible for programs, systems, initiative, projects at a national or regional level. Responsibilities include one or more of the following: National role with responsibility to eliminate defects; deliver valued customer
experiences; build and preserve revenue; drive national call center process improvement and call reduction; reduce percent of subscriber base contacting Customer Care; ensure operating efficiencies and customer satisfaction is improved by implementing and improving business processes and technologies; work with the rest of the organization in reviewing and developing recommendations to eliminate the root causes of failure that cause customer dissatisfaction . Develop and maintain national and local forecasting models for company and vendor call centers. Coordinate interdisciplinary teams from multiple areas in customer service, IT, sales, marketing, and revenue management, to implement national level programs. This is an individual contributor which may have lead responsibilities.
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