Manager, Team of Experts
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.comTeam of Experts Managers lead a team of approximately 4 coaches and 40 experts to care for a single customer base. The Manager is the leader responsible for ensuring that the customer base meets objectives for profitability, efficiency, and resolution. More than that, the manager aligns the customer experience across all three teams and shifts. Seated in the super-pod along with their teams, the manager is a role model for how to coach, develop, lead, and motivate the team. They provide a critical link for the team to the engineering, retail, and other groups also supporting the same group of customers. They perform real-time analysis on business data and set direction for the team, aligned with the site and business goals. Managers are actively engaged with the front line and have the opportunity to directly influence the results of their teams and their customer base.Minimum required
5+ years relevant customer service experience
1-3 years leadership experience
Strong oral and written communication skills
Effective time management & organization skills
Team facilitation and training skills
Advanced decision making & problem solving skills
Advanced change leadership skills
Ability to work well under pressure
Demonstrated competency in a Windows-based environment, keyboarding and internet skills
Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook
Competency with P&L concepts, including how to impact results
Expertise in de-escalating customers; conflict resolution skills
Ability to formulate and deliver specific, actionable feedback
Ability to lead across four teams and create and execute aligned plans
High School DiplomaRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Meet and exceed objectives for the performance of an assigned customer base (P&L, Customer Experience, etc.) by ensuring individual coach teams and experts meet or exceed performance objectives. Manages escalated calls effectively to achieve the right result.
Understand and effectively leverage P&L concepts to drive desired results in the customer base, using judgement and business acumen to properly balance all measurements and metrics; aligns employee and customer experience across assigned coach teams to provide a unified direction and effective P&L management.
Provide meaningful career and professional development for assigned coaches, in partnership with leadership development staff; Coach and develop coaches to lead effectively, including inspection and observation of expected behaviors and outcomes, being in the pod, interacting with frontline experts to provide in the game coaching.
Form and cultivate effective and beneficial relationships with leaders in engineering, retail, and other supporting departments.
Communicate business strategies, expectations, and challenges to inspire action throughout an assigned team; Know and understand the competitive marketplace and leverage that knowledge and understanding to better serve assigned customers.
Effectively use recognition, coaching, training, and other tools to lead coaches and experts and inspire world-class performance and employee retention. At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
Pre-employment background screenWe Take Equal Opportunity Seriously - By Choice 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, 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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