Job Description

unstoppable with us!T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop! Job OverviewTeam of Experts Managers lead a team of coaches and 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 four 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 to astound customers and add value while establishing alignment 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. Job Responsibilities: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 departmentsCommunicate 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 customersEffectively use recognition, coaching, training, and other tools to