CUSTOMER SERVICE COACH/SUPERVISOR
Developing Leaders-one interaction at a time, one person at a time!
The Customer Service stars in our state-of-the-art call centers are the front-line team at T-Mobile and our entire organization is dedicated to their support. Our energetic Customer Service Coaches train and mentor their representative teams, honing leadership and problem-solving skills in a fast-paced environment.
OPPORTUNITY-YOUR CHANCE TO SHINE
Our upbeat and adaptable Customer Service Coaches relish their roles as mentors, helping their representative team members improve and exceed even their own expectations on the job. Your interpersonal skills will take center stage as you educate and motivate your team of approximately 15 reps to offer stellar customer service to T-Mobile customers from all across the country. You’ll adapt to change quickly and model a positive, can-do attitude for your reps while showcasing your time management and multi-tasking skills. Your knack for grace under pressure will allow you to shine in this role. Further, the very best Coaches are tapped for special projects which may include travel and exposure to other functional areas within T-Mobile, with an eye toward fantastic career advancement opportunities.
TALENT SUITABILITY-ARE YOU THE RIGHT FIT?
Balancing professionalism and fun is the hallmark of working at T-Mobile and a core competency for our multi-tasking Customer Care Coaches. T-Mobile’s Get More from Life brand and values aren’t something these pros just talk about – they live them. And their passion is contagious. Each representative’s development and their team’s overall growth is a direct result of their ability to clearly communicate the impact each contributes to the company’s success. The most successful coaches know that it’s not about being the boss or being in charge. It’s about helping their team members develop personally and professionally, one interaction at a time, one person at a time-and caring enough to do the hard work of solid team-building.
RESPONSIBLITIES

 •Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand

 •Minimize call escalations through effective coaching and support

 •Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job

 •Communicate business strategies and results to CSRs, empowering them as T-Mobile’s #1 employees

 •Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals

 •Offer frequent formal and informal recognition 

 •Build solid productive relationships with all levels of leadership and support teams

 •Facilitate effective and supportive team relationships

 •Resolve operational and interdepartmental problems quickly

 •Provide timely feedback to the management team on customer trends, issues and needs

 •Facilitate accurate credits and adjustments 
QUALIFICATIONS

 •Strong commitment to world class customer service

 •Superior oral and written communication skills

 •Superb leadership and interpersonal skills 

 •A knack for effective time management, organization and prioritizing

 •Two to five years customer service 

 •One to two years management/supervisory experience leading teams (call center environment preferred)

 •One year of wireless experience preferred

 •Team facilitation and training skills

 •Strong decision making, change management and negotiation skills

 •Ability to work well and quickly under pressure

 •High School Diploma or GED