Customer Service

Director, Customer Care Operations

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The Customer Care Operations Director aligns all TEX employees, processes and activities to ensure the delivery of Exceptional Service. This is a strategic leadership position that inspires a strong culture and results. This position is responsible to staff, instruct, schedule, lead, model, motivate, budget, forecast, coach, develop, analyze and organize to ensure we exceeding expectations of our customers, employees and owners. This position is responsible to ensure all employees are committed to delivering flawless execution of T-Mobile's Un-carrier Mission, Vision, Values and Initiatives

What you'll do in your role.

  • Provide leadership, vision and direction for the site TEX teams
  • Create and drive strategy to provide Exceptional Customer Service, Support and Sales for our customers
  • Oversight of P&L Management to ensure profitability of each assigned customer group and over all metrics and goals
  • Review and delivery of monthly/quarterly trending reports to regional leadership
  • Ensuring that employees are applying their knowledge and skills on the job, in the desired way, and achieving the desired results
  • Work closely internally and externally to ensure that customer pain points are recognized and addressed and facilitating an ongoing communication strategy
  • Resolving operational and interdepartmental problems quickly and effectively
  • Building solid productive relationships within and outside the Customer Experience Center
  • Communicating and educating employees on metrics, best practices and systems/customer experience tactics
  • Creating and sustaining an exceptional work environment by recruiting, hiring, training, developing and ensuing ongoing growth opportunities for employees
  • Provides meaningful career and professional development for managers and leaders

The experience you'll bring.

  • Strong background in call center operations
  • Proven track record of effectively leading large teams
  • Masters and/or Bachelor’s degree is preferred
  • Strong relationship building skills and highly credible
  • Highly customer focused; obsessed with the customer experience
  • Strategic thinker who is results focused
  • Excellent oral and written communication skills
  • Ability to create a dynamic, fun, rewarding and energized atmosphere, while still driving top notch performance
  • Excellent change management and change leadership skills; able to build consensus
  • Strong problem resolution skills
  • Thrives in a high pressure, fast-paced environment
Position details

Req ID: 131424BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
8 days
# of candidates that have applied 42
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What's it like to work at T-Mobile? Find out.

"Best Company I’ve Ever Worked For”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

5 stars 5 stars 5 stars 5 stars 5 stars

Current Customer Service Representative in Meridian, ID

Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

As America’s Un-carrier, T-Mobile USA, 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 USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com

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