Customer Service

Manager, Team of Experts

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Team 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.

What you'll do in your role.

Requires 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.

The experience you'll bring.

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

Education
• High School Diploma
Position details

Req ID: 133019BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
7 days

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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

EOE Statement