Manager, General Care

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POST DATE 8/19/2016
END DATE 10/16/2016

DiversityWorking Bellingham, WA

Bellingham, WA
AJE Ref #
Job Classification
Full Time
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As America's Un-carrier, T-Mobile US, Inc. (NYSE:
TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.The 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.5-7 years of experience1-3 years management experienceHigh School Diploma/GEDRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.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 6-8 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 targetsProvide 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.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, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law. .