The Coach, Accessibility is responsible for the daily operations of a team of customer service representatives. They coordinate work activities to achieve the volume expected to meet operational requirements. Responsible for developing and leading the implementation of tactical plans to support the strategic initiatives. Responsible for achieving customer churn and service level objectives presented to them by Senior Management and implementing plans to achieve those objectives.
Additional position information: Our current hours of operation are as follows: 24 hours a day, 365 days a year - including Holidays. Absent a reasonable accommodation or military obligation, employees must be available to work a flexible schedule (including days, nights, weekends and holidays).
What you'll do in your role.
Recognizes and recommends operational improvements.
Responsible for the application and development of organizational policies and procedures.
May approve special price concessions, quotes, bid allowances, or adjustments.
Responsible for hiring, termination, coaching, teaching, training, developing and appraising direct reports' performance.
Provides immediate supervision, monitors proactive and reactive workflow, and assigns tasks, goals and objectives.
The experience you'll bring.
Bachelor's degree and two years related work experience or six years related work experience post high school
Two years experience in customer service
One year supervisory or management experience
Preferred Qualifications :
Ability to type 60 wpm.
Will be administered a typing, spelling, grammar assessment.
Bi-lingual applicants encouraged but not required (Spanish/English, French/English)
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 191440BR
Department: Customer Service
Travel Required: No
