Call Center Escalations Manager - AT&T Business Mobility

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our roles as a Call Center Escalations Manager for AT&T Business Mobility.

As a Call Center Escalations Manager for AT&T Business Mobility, you will be responsible for managing a team of customer service representatives and ensuring that escalated customer issues are resolved promptly and to the customer's satisfaction. You will play a crucial role in maintaining our client's trust and loyalty by handling complex situations and ensuring a positive customer experience.

*This is an in-office position that will report to our Urbandale, IA office with minimal required travel.*

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

• Team Leadership: Lead, motivate, and coach a team of customer service representatives to provide exceptional support to AT&T Business Mobility clients.
• Escalation Management: Handle escalated customer issues and provide expert guidance to resolve complex problems effectively.
• Quality Assurance: Monitor and evaluate customer interactions to ensure service quality and adherence to company standards. This includes but is not limited to; case tracking notations, proper call script standards, adherence to SLAs for resolutions as defined by DSI and AT&T.
• Performance Metrics: Set and track performance metrics for your team, including response times, issue resolution rates, and customer satisfaction scores.
• Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of your team members.
• Process Improvement: Identify areas for process improvement and work collaboratively with other departments to implement changes that enhance efficiency and customer satisfaction.

Requirements

• Previous experience in a call center environment, with at least 2-3 years in a supervisory or leadership role.
• Strong knowledge of AT&T Business Mobility services and products.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Proficiency in using call center software and customer relationship management (CRM) tools.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced, high-pressure environment.

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!