Service Partner Operations Manager SPM - (Outsourcing)

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

This Position Can Be Located At:T-Mobile's Corporate Offices In Bellevue, WA / Any T-Mobile Corporate Call Center / Remote LocationThe Service Partner Operations Business Manager ensures that Service Partner sites deliver on KPIs and critical operational expectations. The Operations Business Managers are responsible for ensuring that operational goals are achieved, operational issues are tracked, preparing post mortems, facilitating daily Service Partner operations calls and driving continuous improvement. ResponsibilitiesOperations

• Support and partner with Service Partner Site leadership teams to meet or exceed customer expectations, maximize revenue opportunities, delivering both at the lowest possible cost.
• Long term strategy planning including disaster recovery, agent efficiency through cross skilling, and support of business and budget goals.
• Line of Business Subject Matter Expert.
• 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.
• Participates in daily call monitoring of Service Partners for quality/sales purposes and understanding of current business opportunities.
• Maintain a relentless focus with the Service Partners on driving accountability for performance goals results that will help T-Mobile consistently deliver a superior customer service experience.
• Drive continuous improvement in customer experience through project support, strategy planning, 'Ëœoutside of the box' thinking to meet business needs and close partnership with teams outside of Service Partner Management.
• Communication of projects, strategies, reporting and goals to other SPM team members.
• Service Level mitigation.
• Staffing/forecasting planning. Collaborates with Resource Planning to deliver accurate staffing forecast. Holds sites accountable to delivering relevant weekly staffing plans.
• Drive accountability of Service Partner Leadership to reinforce, inspect and sustain a service and sales culture.
• Audit agent level data to identify potential fraud risks and address trends in performance to validate SP sites are getting to results the 'right' way.
• Ensure training is delivered in a timely fashion, and is relevant to agents and SPM strategy.
• Manages multiple lines of business and/or multi million dollar service partner accounts.

Attributes

• Delivers legendary service that meets and exceeds all customers' expectations.
• Serves as a liaison, both internally and externally.
• Adheres to T-Mobile's values, beliefs, and principles during good and bad times.
• Envisions, inspires, and leads change.
• Thinks outside of the box and creatively resolves problems.
• Leads capably with a bias for action and demonstrates track record of results.
• Accountable with high degree of adaptability/flexibility in a fast paced, rapidly changing environment.
• Builds effective relationships with all people; up, down and sideways, inside and outside of T-Mobile USA. Strong ability to influence others, regardless of perception of authority.
• Works in concert with others to build consensus with diverse teams.
• Remains calm, maintains perspective, and responds in a professional manner when faced with tough situations.
• Makes timely and quality decisions based upon a mixture of analysis, wisdom, experience, and judgment.
• Communicates with confidence and a purpose, with the ability to understand, assess, and communicate complex information.
• Always accountable to results.
• Willingness to assist all groups that seek help with any resources you have available.
• Must be flexible, approachable, and possess the ability to foster team spirit.
• Details driven.
• Strong drive to make the business better, more efficient without compromising customer experience.
• Takes personal responsibility for the continuous learning of new knowledge, skills, and abilities,

Minimum Requirements

• Possesses ability to independently conduct business with senior leadership of service providers.
• Possesses a strong operational background managing service level, CRT, staffing, quality and forecasting.
• Possesses strong track record in identification of risk.
• Possesses a demonstrated track record building team and organizational strength through leadership, partnership, and a high level of integrity.
• Possesses ability to translate company strategies into organizational initiatives/activities.
• Possesses proven ability to effectively communicate with and interact with all layers and organizations both internal and external to T-Mobile.
• Possesses demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups.
• Possesses demonstrated ability in problem-solving and analysis: identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk.
• Possesses proven ability to interact with, protect, and guard confidential company information in the course of successfully performing his/her duties.
• Ability to travel up to 75% of the time (Domestic and International).

Education & Experience

• Bachelors Degree or greater in business, analytics, communications or similar.
• 5 to 7 years of leadership experience in Business Operations, and/or Vendor Management or similar.
• Outsourcing experience strongly preferred.
• Call center experience preferred.