Sr Manager, Business Care Operations

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

This role leads business care operations to ensure effective customer support and operational performance within a business-focused call center environment. It manages multiple teams across locations, serving as the primary contact for senior leadership, employees, and stakeholders. The role involves direct customer interactions and collaboration with senior leaders to align service initiatives with business objectives. Success is measured by operational performance, customer satisfaction, and the achievement of strategic goals. The work impacts organizational efficiency and enhances the experience of business customers and employees.

Job Responsibilities:

Lead operational performance and customer experience improvements by developing and implementing strategic plans across supported segments

Manage customer escalations and collaborate with senior leaders to align service initiatives with broader business goals

Analyze performance metrics and scorecards to identify opportunities for enhancing employee and customer experiences

Ensure teams are prepared for customer-facing interactions through training and continuous feedback

Represent operational leadership in critical business meetings and projects, addressing risks and progress

Also responsible for other duties/projects as assigned by business management as needed

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Education:

Bachelor's Degree: And 7 Years Of Related Work Experience OR A Combination Of Education And Experience Deemed Equivalent (Required)

Work Experience:

Acceptable areas of study include Business or related field (Preferred)

4-7 Years: Call Center Experience.

2-4 Years: Management Experience.

2-4 Years: Telecommunications Call Center Management

Financial Acumen: Familiarity with budget management and optimizing operational expenses

Knowledge, Skills and Abilities:

Organization: Strong organizational skills, detail oriented with an ability to multitask, prioritize, and meet deadlines in a fast-paced environment. (Required)

Microsoft Office: Proficiency in MS Office Suite (Required)

Strategy Implementation: Ability to translate company strategies into organizational initiatives/activities. Demonstrated ability to align Customer Service initiatives with organizational goals. (Required)

Leadership: Demonstrated track record building team and organizational strength through leadership, partnership, and a high level of integrity. (Required)

Communication: Strong verbal and written communication skills. Proven ability to effectively communicate with and interact with all layers and organizations both internal and external to T-Mobile. (Required)

: Data Driven Decision Making: Experience in analyzing operational metrics and translating insights into actionable strategies. (Required)

Problem Solving: Demonstrated ability in problem-solving and analysis identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk. Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups and team members. (Required)

Call Center Operations: Understanding of staffing, queues and how performance impacts headcount needs. (Required)

Cross Functional Relationships: Collaboration with cross-functional teams, including sales and back-office functions, to align objectives and drive results. (Required)

Project Management: Ability to manage multiple initiatives simultaneously. (Required)

At least 18 years of age

Legally authorized to work in the United States

Travel:

Travel Required (Yes/No): Yes

DOT Regulated:

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Base Pay Range: $110,200 - $198,800

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ351614¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.