Coach (Supervisor), General Care - Full-time / Part-time

As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'Å“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.

General Care Coaches (Supervisors) coach, motivate and inspire their team members to achieve and exceed performance results. Coaches lead a team of approximately 15 representatives to offer differentiated customer service. As leaders, Coaches demonstrate strong interpersonal, time management, and multi-tasking skills. They have the ability to quickly adapt to change and model a positive, can-do attitude of service. Coaches develop their team members to reach career and organizational goals. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results. Enterprise Core CompetenciesRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. Essential Functions

• Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives. Offers effective positive and constructive feedback to drive results. Minimizes call escalations through effective coaching and support and handle escalated calls. Facilitates accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments.
• Creates and fosters a positive, successful, and professional work environment where employees choose to work and achieve their goals. Offers frequent formal and informal recognition.
• Communicates business strategies and results to CSRs, empowering them as they resolve customer issues. Provides timely feedback to the management team on customer trends, issues and needs.
• Builds solid productive relationships with all levels of leadership and support teams. Facilitates effective and supportive team relationships. Resolves operational and interdepartmental problems quickly.
• Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.

QualificationsMinimum Required

• Two to five years customer service. Strong commitment to world class customer service. One to two years management/supervisory experience leading teams.
• Strong oral and written communication skills.
• Strong leadership and interpersonal skills.
• Effective time management, organization and prioritization.
• Team facilitation and training skills.
• Strong decision making, change management and problem solving skills.
• Ability to work well and quickly under pressure.
• Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.
• Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook.

Desired

• One year of wireless experience preferred and/or call center environment preferred.

EducationMinimum Required

• High School Diploma