Call Center Manager

At AT&T, we empower leaders to drive change in a rapidly evolving, connected world. Your strategic vision will help us serve customers and transform lives through innovative solutions and meaningful connections.AT&T is seeking a Call Center Manager, Business Care & Sales based in Mexico City. In this role, you will lead a team of Customer Advocates dedicated to building strong customer relationships and delivering an exceptional buying experience through effective sales techniques and outstanding service. You will be responsible for meeting sales targets and customer care commitments, ensuring issues are resolved with professionalism and efficiency in a single interaction.**What you will do**:- Lead a team of Customer Advocates who utilize effective sales techniques to foster positive customer relationships and enhance the buying experience.- Achieve or exceed sales objectives and customer care commitments.- Interact with customers, demonstrating the highest degree of courtesy and professionalism to resolve issues efficiently (First Contact Resolution).- Leverage various tools and technologies to provide seamless support to both external and internal customers.- Stay current on new and evolving tools and technology used and sold by AT&T.- Serve as a Trusted Advisor, supporting customers on products, services, billing, orders, complaints, and other requests.- Advocate for international customers.- Recommend and sell a variety of AT&T products and services to meet customer needs.**What you will bring**:- Provide coaching and development to agents, peers, QA, and trainers to address gaps identified during call monitoring.- Support dealers by analyzing processes and resolving challenges that may impact business success.- Collaborate in briefing meetings, create and deliver training materials, coordinate activities to meet sales objectives, and provide status and custom reports to peers and senior management.- Manage issues cross-functionally to resolution and determine when to involve internal support resources for partners, dealers, or vendors.- Develop structured business planning, partner funnel and forecasting, product and system training, and operational support.- Work independently or as part of a team-selling environment.**What you’ll need**:- Education: High school diploma required; bachelor’s degree preferred.- Experience: Proven track record coaching inside sales teams and achieving sales targets in both wired and wireless environments.- Customer Experience: Demonstrated success in meeting or exceeding customer experience metrics.- Language: Fully bilingual—must speak, read, and write fluently in both Spanish and English.- Location: This position requires office presence a minimum of 5 days per week and is available only in the posted location(s). No relocation is offered.Ability to train/work 40 hours per week in a 5-day shift during operation hours Monday to Saturday from 7:00 am to 7:00 pm (considering Daylight Saving Time & Holidays)**Joining Our Team Comes with Amazing Perks and Benefits**:- Life Insurance- Major Medical Expenses- Monthly Grocery Vouchers: MXN $3,146- Monthly Restaurant Vouchers: MXN $2,517- Savings Fund- 30 days of Christmas Bonus- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories.**Weekly Hours**:40**Time Type**:Regular**Location**:Naucalpan De Juarez, Estado de Mexico, MexicoIt 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.