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About the role
Key responsibilities & impact- Partner with Customer Care leaders to understand business priorities, operational goals, and performance challenges
- Identify root causes of performance gaps through analysis, observations, call listening, and stakeholder engagement
- Recommend and implement solutions that improve employee effectiveness and operational results
- Collaborate with Learning Design and Delivery teams to develop and deploy performance solutions
- Equip leaders with tools, insights, and strategies to strengthen coaching, accountability, and team performance
- Utilize data, analytics, and operational metrics to identify trends, measure impact, and inform recommendations
- Support change initiatives and reinforce adoption of new skills, behaviors, and processes
- Share best practices and identify opportunities to drive continuous improvement across the organization
- Serve as a strategic partner to Customer Care center leadership, aligning business needs with effective performance solutions
Requirements
What you’ll need- Experience in customer care, contact center operations, learning and development, organizational effectiveness, or performance consulting
- Strong analytical skills with the ability to translate data into actionable recommendations
- Proven ability to influence leaders and drive results in a matrixed environment
- Experience leading cross-functional initiatives and managing multiple priorities
- Proficiency with Microsoft Office applications
- Experience with Power BI and workforce analytics tools preferred
- Ability to work 5 days a week on site in Orlando, Florida
- 40 hours per week
Benefits
Comp & perks- 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 what state and local law require 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
- Relocation is not offered for this position