Save Team Manager - Wing B

This position will be responsible for managing a group of save team representatives and responsible for save team results.
Primary responsibility is supervision of employees involved in Customer Service, Retention, Fraud, Credit & Activations, Collections/Revenue Management, Roaming and Specialty Groups (i.e. WLNP, etc.) also known as Customer Service and Operations. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Uses strong knowledge of customer systems, products/services and leadership skills to oversee and guide employees to meet performance and customer service objectives. Reviews and evaluates staff on ability to meet those objectives. Directs and advises improvement strategy when objectives are not met. Administers appropriate disciplinary action as warranted. Recommends promotions for employees who consistently exceed performance expectations and satisfy other requisite criteria. Overall objective is to ensure team operates at highest level of quality and productivity. While meeting this objective, must exhibit high levels of integrity and ethical behavior.
Observes calls in assigned Customer Service and Operations function to ensure proper quality and productivity offering employee coaching and development when necessary and/or required. May handle escalated customer complaints upon customer or executive request and utilizes escalations as a method to train and develop staff.
Participates in the development, implementation and update of all aspects of Customer Service Training. May coordinate or lead special project management in any area of Customer Service and/or Operations.
Ensures employees? adherence to Cingular policies and procedures, including the Code of Business Conduct, Cingular?s policies prohibiting discrimination and/or harassment in the workplace, and those policies governing Cingular?s FLSA compliance. Promptly responds to employee grievances or complaints arising under Cingular policy or otherwise. Disciplines employees for violation of Cingular policies and procedures. Exercises authority to recommend termination of employees determined to be in violation.
May be responsible for resource management of all Customer Service and Operations functions for a market including meeting productivity goals. Along with reviewing individual, team and call center results, the Team Manager may review employee progress as related to quality and productivity objectives and participate in the development of programs to improve overall call handling results. May recommend force management and scheduling levels for center. Works to ensure employee and customer churn is maintained at the lowest possible level. Performs other assignments as required in and of the Customer Service and Operations departments and functions. Duties are frequently non-routine and reflect substantial variety, flexibility and complexity. May serve as resource to others in the resolution of complex problems and issues.
Team Managers are evaluated on their abilities to perform these responsibilities. Cingular provides management-specific training curricula to all Team Manager Candidates and ongoing training to employees currently in the position. Team Managers are required to participate in this training so they may be prepared with the skills and knowledge necessary to fulfill their responsibilities as members of Cingular?s management team.

Cingular Wireless is an Affirmative Action / Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce.

Cingular Wireless will consider requests for testing accommodations from individuals covered by the Americans with Disabilities Act. Documentation of the need for the accommodation may be required.




QUALIFICATIONS

Strong coaching and development background desired; previous call center management experience requirement desired; ability to execute plans and be held accountable for results with minimum supervision a must; willingness work any shift a must.