Manager, Team of Experts

Team of Experts Managers lead a team of coaches and their experts to care for a single customer base. The Manager is the leader responsible for ensuring that the customer base meets objectives for efficiency and resolution. More than that, the manager aligns the customer experience across all teams and shifts. Seated 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 that support 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.At least 18 years of ageLegally authorized to work in the United StatesHigh School Diploma or GEDBachelor’s Degree: Related Field PreferredExpertise In De-Escalating Customers; Conflict Resolution Skills PreferredT-Mobile Tools & System Knowledge: Demonstrated Competency In T-Mobile Customer Care Applications Including But Not Limited To: Remedy, Samson, T-Community, VASA, Quikview, And Microsoft Outlook Preferred4-7 Years: Relevant Customer Service Experience.Less Than 2 Years: Leadership Experience.CommunicationOrganizationFacilitationProblem SolvingMeet 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, 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.Knowledge of reporting systems, e-mail systems, to effectively provide team strategy & goals and effectively manage customer and sales concernsCreate & maintain understanding of each Dedicated Care customer and sales membersEqual Employment Opportunity We take equal opportunity seriously—by choice.T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Brand: T-MobileJob ID: 157829BREmployment Type: Full TimeJob Area: Customer ServiceFunction: Customer ServiceIndustry: Internet General