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Specialist, Operations Servicing


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Job Details

Company AT&T

Job Title Specialist, Operations Servicing

Jobid att4-6425179

Location: MEX

Description Assists in the Management of the Administrative responsibilities for the Shared Service call centers. Potential exists for shift work across Call Center operational window as individual may oversee any or all of the following processes for the Call Center operations: Forecast and Scheduling, Intraday Operations, Performance Reporting and Analysis, Payroll Administration, Attendance Reporting and Trending, Systems Access and readiness, Building and Safety Management, Security and Emergency Site Coordination.

**Roles and Responsibilities:**

Provides direction to Workforce personnel regarding charge activities, real time call routing tactics, system parameter adjustments, emergency procedures, or outage conditions and or takes direction from Operations teams to perform various functions in support of success metrics and performance targets. Oversees the production of forecasts and schedules for one or more call centers, with direct responsibility for the accuracy and validity of the forecasting and scheduling processes and results in a manner that best utilizes the available resources. Ensures all schedule change/ trade requests are processed correctly in support of the overall schedule maintenance. Oversees even allocation of calls to all available centers to maximize accessibility objectives and or ensures call center staffing for multiple sites are scheduled efficiently and result in achievement of accessibility objectives. Manages and oversees the payroll submissions and oversees error correction processes. Manages and oversees the creation of reporting efforts focused on tracking and trending center operational performance. Provides detailed analysis of trends associated with KPI’s, in an effort to act in a consultative role in partnership with operational leadership to identify opportunities for improved performance and efficiencies. Review performance results, call volume patterns, attendance and attrition, and make recommendations on changes to forecast, scheduling and attendance polices

**Key Competencies and Skills:**

time management

decision making

critical thinking

team work

**Education and Qualifications:**

Programming in Visual Basic, C++, Oracle

At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet and smart solutions for people and businesses. That’s why we’re investing to be the premier integrated communications company.

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