Call Center Manager - Business Care & Sales

AT&T; Naucalpan de Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading telecommunications company in Naucalpan de Juárez is seeking a Call Center Manager to lead a team focused on delivering exceptional customer experiences. This role involves coaching staff, meeting sales targets, and ensuring customer relationships are nurtured through effective service. Candidates need to be fully bilingual in Spanish and English and demonstrate a successful track record in sales environments. Attractive benefits and perks are offered.

Servicios

Life Insurance

Major Medical Expenses

Monthly Grocery Vouchers

Monthly Restaurant Vouchers

Savings Fund

30 days of Christmas Bonus

Employee discounts on mobility plans

Formación

• Proven track record of coaching and achieving sales targets.
• Demonstrated success in meeting customer experience metrics.
• Fully bilingual in Spanish and English.

Responsabilidades

• Lead a team of Customer Advocates and meet sales objectives.
• Interact with customers professionally to resolve issues.
• Train and coach agents for effective sales.

Conocimientos

Coaching inside sales teams

Customer relations

Bilingual communication

Educación

High school diploma required; bachelor's preferred

Descripción del empleo

Job Description:

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.
• Partner with application and solution providers/vendors to promote and provide wireless and wireline voice and data services via partner channels.
• Implement assessment tools and techniques to evaluate candidates’ skills, competencies, and cultural fit, and make final hiring decisions in collaboration with senior management and department heads.

What you will bring

• Develop agents to successfully promote and sell wireline and wireless solutions/applications, including AT&T data services.
• 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.

Your future is calling. Apply today!

Weekly Hours: 40

Time Type: Regular

Location: Naucalpan De Juarez, Estado de Mexico, Mexico

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.