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!
Job Overview
Enterprise and Government Support Managers lead a team of Coaches and the Sr Experts and Experts reporting to them to care for a customer and sales team base. The Manager is the leader responsible for ensuring that the customer base meets objectives for profitability, efficiency, and resolution. More than that, the manager aligns the customer experience across all of their teams and shifts. Seated along with their teams, the manager is a role model for how to coach, develop, lead, and motivate the team. They provide a critical link for the team to the other internal groups supporting the same groups of customers and sellers. They perform real-time analysis on business data and set direction for the team, aligned with the site and business goals. Managers are actively engaged with the front line and have the opportunity to directly influence the results of their teams and their customer base. Strategic thinking is required to manage a variety of types of work including customer and seller expectations, unique situations and methods of communication. They can quickly adapt to change, lead, and deliver information in a positive and constructive manner.
Job Responsibilities:
- Meet and exceed objectives for team performance by ensuring individual coach teams and experts meet or exceed performance objectives. Manages customer escalations effectively to achieve the right result.
- Understand and effectively leverage P&L concepts to drive desired results in the customer base, using judgement and business acumen to properly balance all measurements and metrics; aligns employee and customer experience across assigned coach teams to provide a unified direction and effective business management
- Provide meaningful career and professional development for assigned coaches, in partnership with leadership development staff; Coach and develop coaches to lead effectively, including inspection and observation of expected behaviors and outcomes, being in the pod, interacting with frontline experts to provide in-the-game coaching.
- Form and cultivate effective and beneficial relationships with leaders in sales, engineering, retail, and other supporting departments
- Communicate business strategies, expectations, and challenges to inspire action throughout an assigned team; Know and understand the competitive marketplace and leverage that knowledge and understanding to better serve assigned customers and sales teams.
- Effectively use recognition, coaching, training, and other tools to lead coaches and experts and inspire world-class performance and employee retention.
- Knowledge of reporting systems, e-mail systems, to effectively provide team strategy & goals and effectively manage customer and sales concerns.
- Create & maintain understanding of each Strategic, Enterprise, & Gov Accts customer and sales members.
- Also responsible for other Duties/Projects as assigned by business management as needed.
Education and Work Experience:
- Bachelor's Degree (Preferred)
- High School Diploma/GED (Required)
- 4-7 years Relevant customer service experience Required
- 2-4 years Leadership experience leading teams Required
- Less than 2 years Project management experience Preferred
Knowledge, Skills and Abilities:
- Communication 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)
- Organization Effective time management & organization skills (Required)
- Training Facilitation Team facilitation and training skills (Preferred)
- Problem Solving Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
- Change Leadership Advanced change leadership skills (Preferred)
- Windows Demonstrated competency in a Windows-based environment, keyboarding and internet skills (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)
- P&L Responsibility Competency with P&L concepts, including how to impact results (Preferred)
- Conflict Resolution Expertise in de-escalating customers; conflict resolution skills (Required)
- Coaching Ability to formulate and deliver specific, actionable feedback (Required)
- Team Leadership Ability to lead across teams and create and execute aligned plans (Required)
Licenses and Certifications:
- At least 18 years of age
- Legally authorized to work in the United States
Travel:
Travel Required (Yes/No): No
DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
Base Pay Range: $73,200 - $132,100
Annualized Incentive Target: $18,500
The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ322633¶dox=1
At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
