This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Overall Purpose: The purpose of this supervisory role is to lead a team of technical customer service representatives, ensuring high-quality support and customer satisfaction through effective management, training, performance monitoring, and process improvements.

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
• Team Leadership and Development: Oversee and guide technical customer service representatives and supervisors, ensuring effective team performance through training, mentoring, and performance reviews.
• Customer Satisfaction and Issue Resolution: Direct and manage customer care activities to maintain high levels of customer satisfaction, providing strategic guidance and resolving complex technical issues related to high-speed data, data solutions, video, and music products.
• Performance Monitoring and Process Improvement: Track and analyze team performance metrics, implement process improvements, and ensure adherence to service level agreements (SLAs) and company standards.
• Policy Implementation and Resource Management: Set and enforce standards and policies for customer care technical support, manage resources, and negotiate for necessary tools and personnel to meet objectives.
• Strategic Planning and Communication: Contribute to the development of strategic plans, facilitate clear communication within the team and with other departments, and translate objectives into actionable work plans and procedures.

Job Contribution: Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Typically leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates. Supervisor: Yes

Education/Experience: Bachelor’s degree (BS/BA) desired. 3+ years of related experience.

Our Manager-Technical Customer Serviceearns between$77,800 - $116,800 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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If youre ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today!

Ready to join our team? Apply today!

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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