Customer Service

Director, Customer Service - General Manager

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The General Manager job aligns all Call Center employees, processes and activities in the pursuit of World Class Customer Care. This is a strategic leadership position that creates the conditions for getting things done. This position is responsible to staff, instruct, hire, fire, schedule, lead, model, motivate, budget, forecast, coach, develop, analyze and organize so that customers, employees and owners needs and wants are met.

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
  • Lead and inspire employees, gaining their commitment for the flawless execution of T-Mobile's and Customer Care's Mission, Vision Values and Initiatives. Interpret corporate strategy and translate/communicate goals to employees.
  • Set goals and performance standards for a team of up to 15 direct reports including Sr. Manager, Team Managers, Facilities/Safety Manager, Workforce Manager, Implementation Manager, Training Manager and other Administrative Staff.
  • Create and sustain a World Class Center by recruiting, hiring, training, developing and providing career paths for employees. Effectively deploy all center resources.
  • Lead and model the correct behaviors and ask employees for feedback.
  • Meet and exceed all of the evaluative and diagnostic measurements.
  • Drive teams, processes, and systems that efficiently and consistently deliver a top-notch Care experience for the customer; meet and exceed Quality and Customer Satisfaction goals.
  • Achieve and maintain a high level of knowledge of the competitive marketplace, and the changing wireless environment.
  • Ensure that the tools and facility are maintained and upgraded to support optimal service performance.
  • Advocate Customer, Employee and Owner philosophy across the organization.
  • Protect market share and achieve customer retention objectives.
  • Ensure customer inquiries are handled in an overall professional manner.
  • Guide employees to ensure they are applying their knowledge and skills on the job, in the desired way, and achieving the desired results and level of productivity.
  • Give timely, accurate and effective employee information and feedback.
  • Effectively manage and meet all center forecasts and budgets.
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
  • Strong background in call center operations.
  • Proven track record of effectively leading large teams.
  • Bachelor's degree is preferred.
PERSONAL CHARACTERISTICS - The successful candidate will possess the following attributes:
  • An inspirational leader, mentor, and coach.
  • Highly customer focused; obsessed with the customer experience.
  • Strategic thinker who is results focused
  • Strong relationship building skills and highly credible
  • Excellent oral and written communication skills.
  • Ability to create a dynamic, fun, rewarding and energized atmosphere, while still driving top notch performance.
  • Excellent change management and change leadership skills; able to build consensus. High emotional intelligence.
  • Strong problem resolution skills.
  • Thrives in a high pressure, fast-paced environment.
JOB POSTED FOR
40 DAYS
Job Details

73909BRReq ID

Customer ServiceDepartment

NoTravel Required

1Position(s) remaining

WE EVEN DO BENEFITS DIFFERENTLY.

Health Benefits

Health Benefits

Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

Paid R&R

PAID R & R

Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

It's all about you

IT'S ALL ABOUT YOU

We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

Sweet Company Discounts

SWEET COMPANY DISCOUNTS

Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

Help with the Fam

HELP WITH THE FAM

Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

Investment Options

INVESTMENT OPTIONS

Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

WHAT TO EXPECT WHEN APPLYING FOR A JOB
Job Location 185 Fairchild St Charleston, SC 29492
CHECK YOUR COMMUTE
Driving
Walking
Bicycling
Public Transit

ARE YOU A GOOD FIT FOR OUR TEAM?

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What's it like to work at T-Mobile?
Find out

"Best Company I’ve Ever Worked For”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

5 stars 5 stars 5 stars 5 stars 5 stars

Current Customer Service Representative in Meridian, ID

Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

ONE OF THE MOST ETHICAL COMPANIES IN THE WORLD

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.

EOE Statement

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.