Okay another round of layoffs for the Service Managers. We have been told that if you want to volunteer to to be laid off you can fill out a survey. Wow that's such a great option! We wil be finding out during the week of Oct 3rd who stays and who goes. 25% staff reduction just in time for Christmas.
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Sure let's get rid of the last customer facing position that advocates for the customer while everyone else hides behind portals and no longer actually talks to the customer. We are the first line of defense, we are the face of AT&T on site after ugly outages/installs showing empathy and taking their wrath. Perhaps we get paid well, we probably put in more hours than those that get paid for overtime and make less. Dooms day is 10/6. 7% in Harvey org but most impacted will be Service Management.
I have no connection to AT&T other than being a long time land-line customer but I did the kind of job the USM's did at one time for another company and you have to wonder, what is the consideration for the customer? If I was one of their "premiers" I'd be pretty anxious and calling, well, my USM right now!
Sounds like typical MBA-bean-counter mentality at all multi-nationals these days.
Universal Service Executives are account managers. They are the first point of contact for any issues that a premier account may face. It is a fancy title, but the company works the hell out of them. They are oncall 24x7 365 days a year. If a client has an issue at 3am, they get a call and they better be ready to get up and fix the issue. They do make a lot of money though, they are level 2 managers and get hefty bonuses.
What the heck does a "Universal Service Manager" do? Not being negative, just quite an interesting title.
The company should get rid of all this general babysitters, and get new , capable and competent managers, after all all this people large getting paid, for what?
Is anyone else hearing about this latest round of layoffs for USE's? I wonder what you folks think about this?