Manager, Technical Support

CUSTOMER SERVICE TEAM MANAGER

Setting the Standard for Professionalism and Fun!

The Customer Service stars in our state-of-the-art call centers are the front-line team at T-Mobile and our entire organization is dedicated to their support. Our Customer Service Team Managers are charged with the overall Customer Care quality and the productivity and work environment for their teams on the call center floor.

OPPORTUNITY—YOUR CHANCE TO SHINE

Change, challenge, and reward are the three-part foundation of the work of our Customer Service Team Managers. This role will showcase your talent for managing both people and resources as your communication and organization skills take center stage. You'll be charged with the professional, and often personal, development of your team of upwards of 100—guiding your supervisory staff with your own compelling sense of the company's vision and values and helping them in turn to communicate it to their team of representatives. You'll also model professionalism and a sense of collaboration and fun in service to performance objectives and helping your team to embody the T-Mobile brand.

TALENT SUITABILITY—ARE YOU THE RIGHT FIT?



People who excel as Customer Service Team Managers are open-minded and adaptable professionals with fantastic interpersonal skills and an impeccable work ethic. These pros are flexible enough to deal with a range of personalities in a very diverse culture and are willing to accept and give constructive performance feedback. Our Team Managers have to be able to use independent judgment to make sound decisions without constant supervision. They remain calm and organized in the face of many interruptions from the floor. They also act as mentors for their hard-working staff members and cultivate a fun work environment. Just as importantly, they keep their own behavior above reproach, setting the standard for the professionalism of their teams.

RESPONSIBILITIES

Staff Supervision:

- Consistently manage all resources to maximize efficiency within the department

- Handle performance issues in a timely and professional manner

- Keep senior leadership abreast of potential performance obstacles and offer possible solutions

- Assist in the planning and budget process

Development and Hiring:

- Assist in the interviewing, hiring and orientation of employees

- Conduct performance reviews for the Customer Care Supervisors

- Coordinate and assist the training team regarding ongoing development and training

- Provide quality feedback to encourage staff to cultivate their own career paths



Communication:

- Promote customer satisfaction through the thorough resolution of escalated customer issues

- Serve as central resource for all staff

- Exercise positive and cooperative behavior that promotes teamwork

- Act as the liaison between T-Mobile corporate and the front-line team in the Call Center

- Monitor and evaluate call volume statistics to insure stellar customer service



QUALIFICATIONS

- Strong commitment to quality customer service

- Demonstrated leadership and management skills

- Stellar written and verbal two-way communication skills

- Stand-out interpersonal skills

- A talent for decision making and multitasking under pressure

- Ability to work well and accept challenges in a fast-paced, dynamic environment

- Two to five years in a customer service environment

- 1 year wireless industry and/or call center experience preferred

- Two to five years management/supervisory experience leading teams

- High School Diploma or GED

- Bachelor's degree or equivalent work experience