full time legal

Job Details

The Closed Loop Team Manager position aligns the Coach and employees, processes and activities on a real-time daily basis. This position is responsible to coach, develop, lead, model, motivate, analyze, organize, staff, train, hire, fire, schedule, so that customers, employees and owners wants and needs are met on the Path to World Class Customer Care. High School Diploma/GED * 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 T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook* Expertise in de-escalating customers; conflict resolution skills* Ability to formulate and deliver specific, actionable... feedback Training and Work from Home Requirements * Minimum connection speed of 15 Mbps download & 5 Mbps upload* Network Latency of 120ms or less* 0% Packet Loss* Access to a hardwired internet connection & router within 20 feet of the work area* Have a safe, secure, and climate-controlled dedicated workspace* Reside in commuting distance to the call center Satellite and cellular (3G, 4G, 5G, LTE) internet connections are not compatible with T-Mobile's required systems. To test your upload and download speeds in the place you plan to work, please visit www.speedtest.net Develop Coaches to lead effectively. Lead employees and gain their commitment for the flawless execution of "T-Mobile's and Customer Care's Mission, Vision, Values and Initiatives. 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. Lead and model the correct behavior to ensure the overall professional manner in which customer inquiries are handled. Meet and exceed all of the evaluative and diagnostic measurements including Quality and Customer Satisfaction goals. Foster an environment where the CSR's are the most important employees. Achieve and maintain a high level of knowledge of the competitive marketplace, and the changing wireless environment. Protect market share and achieve customer retention goals. Identify technology improvements for productivity/service improvements. Resolve operational and interdepartmental problems quickly. Advocate Customer, Employee and Owner (CEO) philosophy with their Teams. Give timely, accurate and effective employee information and feedback. Meet goals and performance standards of direct reports including Coaches. Ensure adherence to business process and procedures. Ensure Teams adherence to credits and adjustment guidelines. Ensure effective ongoing formal and informal recognition and reward programs that are team and individual driven. Achieve Teams productivity targets. Provide ongoing and frequent communication of business strategies and results to their direct and indirect employees. Build solid productive relationships within Team and all support teams. Provide timely feedback to Center Leadership on customer trends, issues and needs. Also responsible for other Duties/Projects as assigned by business management as needed. Equal 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

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