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Hours Full-time, Part-time
Location Bellingham, WA
Bellingham, Washington

About this job

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 53 million wireless subscribers and provides products and services through 70,000 points of distribution.

The Senior Manager is responsible for the deployment of people, processes and activities on a real-time daily basis. This position is responsible to staff, instruct, hire, fire, schedule, lead model, motivate, budget, coach, develop, analyze and organize their Teams so that Customers, Employees and Owners wants and needs are met on the Path to World Class Customer Care. Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.*Create a supportive environment for the Team Managers and Coaches to solve customers' problems. Lead employees and gain their commitment for the flawless execution of T-Mobile's and Customer Care's Mission, Vision, Values an Initiatives while advocating Customer, Employee and Owner (CEO) philosophy among Teams*Achieve and maintain a significant level of knowledge of customer care center technology, operations and processes, methods and procedures, competitive issues and interdepartmental operations. 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*Protect market share and achieve customer retention targets while meeting/exceeding Teams Quality and Customer Satisfaction goals. Work to minimize customer escalations by ensuring an overall professional manner in which customer inquiries are handled. Ensure adherence to business process and procedures. Ensure adherence to credits and adjustments guidelines*Assess Team and Individual effectiveness through the use and analysis of available reports and data. Meet and exceed all evaluative and diagnostic measurements. Give timely and effective employee feedback. Resolve operational and interdepartmental problems quickly*Provide ongoing and frequent communication of business strategies and results to their direct and indirect employees. Communicate and educate employees on competitive activities and appropriate responses. Ensure effective ongoing formal and informal recognition and reward programs

*5+ years call center experience*2-3 years management experience*High School Diploma/GED