Manager-Customer Service

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. At AT&T, we empower leaders to drive change in a fast‑evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. Overall Purpose Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance. Key Roles and Responsibilities Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance. Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures. Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies. Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met. Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness. 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. Education / Experience Bachelor’s degree (BS/BA) desired. 3+ years of related experience. Salary: $70,700 - $106,100 USD Annual Joining our team comes with amazing perks and benefits Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company‑designated holidays) Paid Parental Leave Paid Caregiver Leave Additional sick leave beyond state and local law requirements 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 Weekly Hours: 40 Time Type: Regular Location: Atlanta, Georgia Salary Range: $70,700.00 - $106,100.00 It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. #J-18808-Ljbffr AT&T