Manages, plans, and directs the overall Customer Care quality, productivity, service level and work environment of the Austin CEC. Directly manages the development of staff and first line supervisors that are responsible for managing the day-to-day operations of a team of leads and specialists that are responsible for relaying customer calls. Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develop business plan for team/group operations including budget development. Manages the activities of individual contributors or supervisors in the department with accountability for goals, objectives, operational policies. Participate in the development of functional strategy. Has responsibility for hiring, termination, performance and salary decisions.
What you'll do in your role.
Meet goals and performance standards of 8-10 direct reports including supervisors. Advocate Customer, Employee and Owner (CEO) philosophy with their Teams.
Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.
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.
Required to serve as proxy for call center Sr. Manager in key critical business meetings/projects in relation to operational issues, projects, team progress and risk-related issues.
Lead and model the correct behavior and ask employees for feedback. Give timely, accurate and effective employee information and feedback. Ensure the overall professional manner in which customer calls are handled.
The experience you'll bring.
Business Or Related College Degree
4-7 Years: Work Experience.
2-4 Years: Management Experience.
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: 193825BR
Department: Customer Service
Travel Required: No
