Sr Manager, Customer Care Operations
Serves as the functional point of contact to senior leadership, employees and other stakeholders regarding call center operations support. Must provide exceptional leadership, fiscal responsibility and effective management in all areas of reporting, physical site/ asset management, and support operations, via oversight of the Learning and Development, Solution Center, Business Support and Facilities functions in the call center. Responsible for actively pursuing feedback from frontline employees via the Frontline Council to formulate and make recommendations regarding key drivers that will enhance T-Mobile’s customer experience, employee engagement/experience and impact long term growth and the un-carrier movement.
STUFF WE'LLTRUSTYOU WITH
Serve as the Call Center Director’s primary point of contact regarding operational support management and effectiveness for the call center. Achieve customer retention targets while meeting/exceeding teams’ quality and customer satisfaction goals. Ensure customer resolution by leveraging the Solution Center. Regularly review business process and procedures against customer pain points to enhance the customer experience and reduce customer effort.
Achieve and maintain a significant level of knowledge of customer care center technology, operations and processes, methods and procedures, competitive issues and interdepartmental operations. Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired results.
Responsible for delivering high levels of analytics and insights on required metrics that thoroughly inform senior leadership regarding team and individual effectiveness.
Serves as the organization's project leadership as it relates to frontline feedback and engagement. Serves as department liaison across other functional groups regarding process change, policy change, compliance issues, and department-wide communications.
May be required to serve as proxy for call center Director in key critical business meetings/projects in relation to operational issues, projects, team progress and risk-related issues.
STUFFYOU TELLPEOPLEAT PARTIES
5+ years call center experience
2-3 years management experience
3+ years experience using MS Office suite including Word, Excel and PowerPoint required