Sr Resolution Excellence Manager

Be unstoppable with us!
T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!

Job Responsibilities:

• Partner with National Care Quality to understand customer sentiment, Rep behaviors, and leader knowledge to proactively refine training content, C2 Updates and drive policy changes.

• Host focus groups centered around the customer experience, especially resolution and messaging back drivers to proactively refine training content, host additional huddles and one on ones, C2 Updates and drive policy changes.

• Create/modify new hire and ongoing training, huddle, and team meeting content to immediately close knowledge gaps, accelerate learning, and ensure resolution on the first messaging experience.

• Host calls to train created content.

• Attend service partner town calls, team meetings, and huddles to observe execution.

• Drive C2 and FAQ updates to ensure first message resolution.

• Adapt and align Messaging responses real time for optimal customer experiences.

• Provide research and escalation support.

• Evaluate trouble ticket accuracy and customer follow up through ticket resolution.

Education:

• Bachelor's Degree Business Management or Quantitative disciplines (Preferred)

Work Experience:

• 2-4 years Frontline and/or call center leader experience (Required)

• Proficiency in Excel, SQL or PowerBI with report building capabilities is highly preferred

• Proven experience influencing leadership teams directly or indirectly.

• Travel: 25%. Must be able to acquire and maintain a valid passport.

Knowledge, Skills and Abilities:

• Customer Service (Required)

• Communication (Required)

• Problem Solving (Required)

• Data Analysis (Required)

• Auditing (Required)

• Active Listening (Required)

* At least 18 years of age
* Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes; 25%

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Never stop growing!
T-Mobile 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.

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.