Manager, Inbound Business Care

T-Mobile•Irving, TX

3d•$68,300 - $123,300•Onsite

About The Position

The Manager, Inbound Business Care leads a skilled team responsible for delivering consistent, high-quality service outcomes for business customers. This role is accountable for business performance, employee experience, and talent outcomes, leading through frontline Experts and Lead individual contributors. The Manager sets direction, makes informed trade-off decisions, and ensures performance, quality, and experience standards are achieved through others. This role partners cross-functionally to align priorities and remove barriers impacting customer and employee success.

Requirements

High School Diploma/GED (Required)
2-4 years Relevant customer service experience (Required)
1+ year of experience leading teams in a customer service or contact center environment (Required)
1+ year of demonstrated people leadership experience required (Required)
Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
Effective time management & organization skills (Required)
Advanced decision making & problem-solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
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)
Expertise in de-escalating customers; conflict resolution skills (Required)
Ability to formulate and deliver specific, actionable feedback (Required)
Ability to lead across teams and create and execute aligned plans (Required)
Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Bachelor's Degree Equivalent Work Experience (Preferred)
Less than 2 years Project management experience (Preferred)
4-7 years Experience in telecommunications, preferably in areas such as customer support, provisioning, or billing (Preferred)

Responsibilities

Own performance outcomes for the team, including efficiency, resolution, revenue, retention, and customer satisfaction.
Analyze business data and trends to identify risks, set priorities, and adjust strategy to protect customer trust and long-term value.
Serve as the final escalation point for complex or high-risk customer issues, exercising sound judgment to resolve situations with potential financial or reputational impact.
Directly manage frontline Experts and Lead (IC) roles with full authority for hiring, performance management, corrective action, and terminations.
Develop and execute talent plans that include onboarding, skill development, performance improvement, and succession planning.
Coach and develop Lead ICs to effectively support frontline execution while maintaining clear boundaries around people leadership authority.
Set clear expectations, operating standards, and performance priorities that align customer experience, business outcomes, and employee engagement.
Ensure a consistent employee and customer experience across shifts by reinforcing standards and addressing gaps in execution.
Use recognition, engagement strategies, and performance routines to drive accountability, retention, and sustained results.
Partner closely with Sales, Engineering, Retail, and other support teams serving T-Mobile for Business customers to ensure aligned execution and a seamless customer experience.
Communicate business strategies, changes, and expectations clearly and consistently to frontline teams.
Balance competing priorities across customer needs, operational capacity, and employee experience to deliver effective outcomes at scale.