Customer Service

Sr Manager, Customer Care Operations

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Sr. Managers, Customer Care Operations inspire, coach and develop a team of Assoc Experts, Experts, Sr Experts, Coaches and Managers, while overseeing the results of multiple customer groups. They work together with other managers to align and lead both the customer and employee experience. Sr. Managers, Customer Care Operations are quick to analyze business data and implement strategic business strategies to ensure profitability, efficiency and resolution goals are met. They are talent management gurus and are able to hire, retain, and hold their teams accountable to deliver FAMOUS for CARE results. Sr. Managers, Customer Care Operations have astounding leadership skills, use forward thinking to drive transformation and have the ability to influence people and business outcomes.

What you'll do in your role.

  • Oversee Profit and Loss Management to ensure gross profitability of each assigned customer group.
  • Analyzes and interprets multiple data sets to create and execute business strategies that drive desired organizational outcomes.
  • Coaches and mentors business leaders to maximize performance and profit.
  • Cultivates a result driven team environment that promotes employee engagement & retention.
  • Provides meaningful career and professional development for exempt level managers in partnership with leadership development staff.
  • Builds effective internal networks both functionally and cross-functionally.
  • Achieve and maintain a significant level of knowledge of customer care technology, operations, processes, methods & procedures, competitive issues and interdepartmental operations. Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired results.
  • May be required to serve as proxy for call center Director.
  • Also responsible for other Duties/Projects as assigned by business management as needed.

The experience you'll bring.

• 4-7 years call center experience
• 2-4 years large scale team management experience
• 3+ years experience using MS Office suite including Word, Excel and PowerPoint required

Education Minimum Required

• High School Diploma/GED. Business or related college degree
Position details

Req ID: 132091BR

Department: Customer Service

Travel Required: Yes

Position(s) remaining: 1

Position posted for
10 days
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What's it like to work at T-Mobile? Find out.

"Best Company I’ve Ever Worked For”

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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”

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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”

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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

EOE Statement