Lead, Inbound Business Care

T-Mobile•Las Vegas, NV

1d•$23 - $41•Onsite

About The Position

The Lead, Inbound Business Care is an individual contributor role that supports frontline Experts by enabling day-to-day execution, workload coordination, and skill reinforcement in a relationship-based business customer environment. This role serves as a force multiplier for the team by providing real-time support, handling routine escalations, and reinforcing quality and service standards during customer interactions that influence retention and growth. The Inbound Business Care Lead partners closely with the Inbound Business Care Manager and peer support teams to ensure consistent execution but does not hold people leadership authority. Success in this role is measured by frontline readiness, execution quality, and the ability to support positive customer outcomes at scale.

Requirements

High School Diploma/GED
Decision making and problem-solving skills; ability to work well and quickly under pressure
Ability to thrive in a lively working environment and multi-task.
Self-starter with independent ability to meet strong deadlines with detail and effectiveness
Work closely with Sales team, Ent and Gov Support leadership and Experts to ensure account health and customer satisfaction
Demonstrates clear, professional communication when interacting with frontline team members, peers, and people leaders.
Effectively move between team member support, leadership support and workload management duties throughout the day.
Ability to fully understand and resolve a variety of problems quickly and effectively.
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.
Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks.
Demonstrated competency in a Windows-based environment, keyboarding and internet skills
Expertise in de-escalating customers; conflict resolution skills
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

2-4 years Customer Service Experience
Less than 2 years Project Management
Less than 2 years Prior call center experience

Responsibilities

Provide immediate, in-the-moment support to frontline Experts during live customer interactions to ensure accurate, efficient resolution.
Act as a go-to resource for process, policy, and system questions, helping reduce uncertainty and delays.
Support Experts in navigating complex customer scenarios while reinforcing expected behaviors and service standards.
Assist with balancing workload across the team based on priorities and direction set by the Manager.
Support coordination of work across calls, follow-ups, and offline activities to maintain steady execution.
Identify execution gaps or capacity constraints and elevate insights to the Manager to support timely adjustments.
Address routine customer issues and escalations within established guidelines and guardrails.
De-escalate situations effectively while protecting customer trust and experience.
Escalate complex, high-risk, or precedent-setting issues to the Manager to ensure appropriate decision-making and risk ownership.
Conduct call listening and side-by-side support to reinforce quality, efficiency, and customer experience standards.
Provide informal, in-the-moment feedback focused on skill application, confidence, and consistency.
Support onboarding and adoption of new skills, tools, or processes as directed by the Manager.
Participate in quality reviews and calibration activities to support consistent execution across the team.
Identify trends or recurring issues and share insights with leadership to inform improvement efforts.
Partner with peers across Business support teams to support shared customers and reinforce Manager-led messaging related to priorities, changes, and expectations.