Manager, Call Ctr Tech Infrastructure

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.comThe Manager Call Center Technology Infrastructure oversees a large environment responsible for over 300 million customer calls and billions of dollars in annual financial transactions. This position leads a team of individual contributors tasked with daily operational support of the environment, and partners with Call Center Infrastructure Design and Business teams to execute on the larger customer service strategy at T-Mobile.

  • Working experience with different SDLC and Service Management processes (SCRUM, RUP, Waterfall and ITIL)
  • 5+ years' experience coordinating outage support efforts with various stakeholders, including senior leadership, across multiple teams and vendors.
  • 5+ years' experience in the following areas:
  • Proven leadership/management success
  • Proven relationship building success
  • Coaching, mentoring, goal building and goal setting success.
  • Telecommunication experience, preferably wireless.
  • Managing vendor performance
  • Partnership with customers and cross functional internal teams
  • IT management support
  • Strong communication skills, both written and verbal.
  • 5+ years experience supporting production applications and managing trouble tickets.
  • Proven experience working directly with business and vendor partners on operational issues and communicating effectively to senior management as well as a large number of geographically dispersed internal customers.
  • ITILv2 Service Manager certification preferred

Minimum Qualifications:

  • Minimum 4 year degree or Equivalent Work Experience
  • 3+ years of call center technology experience
  • Experience in a large enterprise IT department managing high volume & business critical platforms that are geographically dispersed
  • Must have strong leadership skills, with an ability to lead and motivate a staff in a growing, flexible, fast paced environment, utilizing diversity in approach and methodologies.

The Manager Call Center Technology Infrastructure role is responsible for the following:

  • The successful candidate must demonstrate strong leadership experience in a highly technical and complex environment.
  • Strong interpersonal skills and a proven relationship building ability are required to ensure that the large ecosystem of internal business partners, IT teams and vendors are aligned for peak performance.
  • A strong understanding of SDLC and ITIL is required to operate effectively in our fast paced environment with a need to respond quickly to rapidly changing business requirements.
  • The successful candidate must be able to demonstrate broad experience in managing highly technical teams, a thorough understanding of Call Center and call routing best practices and expertise in directing and communicating with teams in effective recovery practices during outages
  • The successful candidate must be able to develop a clear understanding of priorities and objectives that impact changes to the Production environment while ensuring that a high level of system availability and performance.

Responsibilities:

  • Experience and comfort in public speaking to a broad audience of peers, partners and leadership
  • Ability to describe highly technical situations in a less technical fashion while conveying the essential elements
  • Oversee operations to ensure reliability, timeliness, and productivity. Develop and execute strategic tasks and goals for process improvement
  • Maintain a working environment that promotes productivity, responsiveness, high staff morale, motivation and excellence
  • Work with cross functional teams to plan objectives and the strategy to comply with professional standards and address the risks to the business
  • Review, coordinate and manage work performed by the team
  • Maintain relationships with vendors to manage expectations of services including work products, timing, and the value to be delivered
  • Demonstrated understanding of complex issues and apply knowledge to situations
  • Use extensive knowledge to identify technological developments and evaluate the impacts on the business
  • Demonstrated ability to inspire teamwork and responsibility with team members
  • Use current technology and tools to enhance the effectiveness of deliverables and services
  • Develop, enhance and implement Service Transaction Monitoring capability within organizationProvide and be available for 24/7-hour support as required
  • Minimum 4 year degree or Equivalent Work Experience
  • 3+ years of call center technology experience
  • Experience in a large enterprise IT department managing high volume & business critical platforms that are geographically dispersed
  • Must have strong leadership skills, with an ability to lead and motivate a staff in a growing, flexible, fast paced environment, utilizing diversity in approach and methodologies.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.


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