- 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.
- Knowledge of reporting systems, e-mail systems, to effectively provide team strategy & goals and effectively manage customer and sales concerns
- Create & maintain understanding of each Dedicated Care customer and sales members
- Education:
- High School Diploma/GED (Required)
- Bachelor's Degree Related Field (Preferred)
- Work Experience:
- 4-7 years Relevant customer service experience. (Required)
- Less than 2 years Leadership experience. (Required)
- Knowledge, Skills and Abilities:
- Communication (Required)
- Organization (Required)
- Facilitation (Required)
- Problem Solving (Required)
- Conflict Resolution Expertise in de-escalating customers; conflict resolution skills ()
- T-Mobile Tools & System Knowledge T-Mobile Tools & System Knowledge Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, C2, Atlas, NBA, VASA, QuikView, and Microsoft Outlook ()
- Licenses and Certifications:
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Manager, Team of Experts - Birmingham, United States - T-Mobile
Description
Be unstoppable with usT-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop
Job Overview
Team of Experts Managers lead a team of coaches and 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 four 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 to astound customers and add value while establishing alignment 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.
Job Responsibilities:
•At least 18 years of age
•Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
At T-Mobile, our benefits exemplify the spirit of One Team, Together A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs To learn about T-Mobile's amazing benefits, check out www.t-
Never stop growing
T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing - or calling Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
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