Director CS General Manager (Nashville, TN) - 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.

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. Enterprise Core CompetenciesRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. Essential Functions

• Meet and exceed all of the evaluative and diagnostic measurements.
• Lead employees and gain their commitment for the flawless execution of T-Mobile's and Customer Care's Mission, Vision Values and Initiatives.
• Achieve and maintain a high level of knowledge of the competitive marketplace, and the changing wireless environment.
• Effectively deploy all center resources.
• Meeting and exceeding Quality and Customer Satisfaction goals
• Ensuring that the tools and facility are maintained and upgraded to support optimal service performance
• Advocating Customer, Employee and Owner philosophy across the organization
• Protecting market share and achieving customer retention objectives
• Ensuring an overall professional manner in which customer inquiries are handled
• Ensuring that employees are applying their knowledge and skills on the job, in the desired way, and achieving the desired results
• Giving timely, accurate and effective employee information and feedback
• Ensuring productivity of all employees
• Creating and sustaining a World Class Center by recruiting, hiring, training, developing and providing career paths for employees
• Leading and modeling the correct behaviors and asking employees for feedback
• Meeting goals and performance standards of up to 15 direct reports including Sr. Manager, Team Managers, Facilities/Safety Manager, Workforce Manager, Implementation Manager, Training Manager and other Administrative Staff
• Establishing the mindset that the CCR is the most important employee
• Ongoing and frequent communication of business strategy and results to all employees
• Creating and fostering an environment where employees choose to work and achieve their goals
• Communicating and educating employees on competitive activities and appropriate responses.
• Driving employee satisfaction in the center
• Insuring everyone in the Center knows how their job impacts the customer and business strategies
• Meeting all center forecasts and budgets
• Understanding and adhering to Company financial strategies and goals
• Achieving Center productivity targets
• Ensuring the seamless implementation of new technologies and changes in accordance with project plans
• Searching for continuous improvement of processes and sharing ideas with appropriate groups
• Ensuring adherence to business processes and procedures
• Resolving operational and interdepartmental problems quickly and effectively
• Building solid productive relationships within and outside the Center
• Facilitating effective team relationships with and among all employees

EducationMinimum Required

• Bachelors Degree

*LI-CS-PS1