Sr Manager, Business Care Operations

T-Mobile • Las Vegas, NV

2d

About The Position

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.

Requirements

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

Nice To Haves

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

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

Benefits

• 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.
• 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
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees