Lead, Enterprise and Government Business Care

T-Mobile USA • Irving, TX

5d • Onsite

About The Position

The Lead, Enterprise Business Care serves as an extended member of the business Customer Experience leadership team, primarily responsible for supporting the day-to-day needs of Enterprise Business Care Experts and Sr. Experts, working with our enterprise customers and sales team. This position requires strong interdepartmental relationships amongst Customer Experience leadership as well as cross functional teams to assist with driving solutions for customers, Experts and/or sellers across the Enterprise segment. The Lead, Enterprise Business Care supports the manager helping to inspire the team members to achieve and exceed performance results. They create and manage customer projects as well as help support Experts balance their day-to-day workload. Department leadership and all team members are measured against quality standards, productivity and strategic balancing of customer needs, sales requests and department requirements. The Lead acts as a resource for team members, assists the Manager in daily work allocation, performance and adherence reporting, and provides direction regarding priorities.

Requirements

• High School Diploma/GED (Required)
• Project Management (Required)
• Customer Service (Required)
• Microsoft Office (Required)
• Team Leadership Decision making and problem-solving skills; ability to work well and quickly under pressure (Required)
• Organizational Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)
• Cross Functional Relationships Work closely with Sales team, Ent and Gov Support leadership and Experts to ensure account health and customer satisfaction (Required)
• Communication Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level (Required)
• Task Management Effectively move between team member support, leadership support and workload management duties throughout the day. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
• Reporting & Analysis (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 2-4 years (Preferred)
• Less than 2 years Project Management (Preferred)
• Less than 2 years Prior call center experience (Preferred)

Responsibilities

• Address policy and procedure questions, providing clear direction.
• Monitor and allocate workload to Enterprise Experts throughout the day
• Perform side by side observations, offer constructive feedback for efficiencies, quality, best practices and provide positive feedback.
• Monitor performance for the team Manager.
• Track and report on all issues to Managers to determine developmental opportunities and supports Manager duties in their absence.
• Participate on conference calls and any related follow up, and First level approval for credits and adjustments.
• Review, approve and load projects, test LOE as appropriate, update project tracker, clear names, report on completed projects.
• Incentive creation, implementation and tasks.
• Strong written and verbal communication skills to gain commitment from team on changes and company culture
• Also responsible for other Duties/Projects as assigned by business management as needed.

Benefits

• Competitive base salary and compensation package
• Multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off
• Up to 12 paid holidays
• 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED