Candidates who apply and meet the qualifications for the role will be invited to complete a short video interview assessment so that we can better understand your English language skills and your aptitude to work in a customer service environment. If you pass the video interview, you will be given an option to choose from specific timeframes for an interview with one of our hiring managers that works best for you. We aim to notify all candidates within 3 working days.

As soon as you join the team, you’ll start with comprehensive training delivered by our professional instructors. The training is conducted in the AT&T offices and is divided into theoretical and practical parts. After training, you’ll transition to taking your first calls with the support of your training and supervisory colleagues. All call taking after initial classroom training will be in the afternoon/night hours. The investment cost of all training is covered by AT&T.

After your twelve (12) weeks of training & nesting, you’ll be given a shift plan for 4-12 weeks. You will be expected to work primarily afternoon and overnight hours since we are supporting the U.S. market. You will bid for your exact shift pattern after the training & nesting. You will work five (5) consecutive days; each shift is eight (8) hours long, not including lunch break. We operate 18/7, including weekends.

You should expect to spend the first 90 days of your employment in the office. Typically, your initial training period is in office and the next two months of taking calls will be in the office as well. After that, your primary designation will be in the office, and you’ll have the option to consult with your supervisor about the possibility for a hybrid work designation. Approval for a hybrid work designation is based on work performance and home office requirements. As a business, we always reserve the right to call employees back to the office at any time to meet the needs of our customers.

We use a range of ‘call metrics’ which includes ‘resolution rate’, ‘voice of the customer’ surveys, ‘average handling time’ and others. You will receive supportive and expert coaching to help you improve and refine your approach where necessary.

The comprehensive training schedule includes regular checkpoint assessments. Unfortunately, holidays/days-off during the trial period (i.e., first 3 months) are not permitted. Due to the comprehensive training curriculum, it is necessary to be present during the entire duration of the training & nesting to ensure successful graduation.

We offer full-time, unlimited contracts to our new hires.

We understand that relocating is a big move, so our AT&T Foreign National Team is ready to help you. Your responsibility in the process will be to gather all personal documentation, make appointments, visit the relevant government offices (e.g., embassy/consulate), and complete any actions in a timely manner. In our experience, the most successful people are those who are tenacious and take responsibility for making things happen. Finally, you need to be patient with the visa application process as this can take up to 6 months, so stay focused on the great opportunity ahead!