Lead, Enterprise and Government Business Care

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
The Lead, Enterprise Business Care serves as an extended member of the business Customer Experience leadership team, primarily responsible for supporting the day-to-day needs of Enterprise Business Care Experts and Sr. Experts, working with our enterprise customers and sales team. This position requires strong interdepartmental relationships amongst Customer Experience leadership as well as cross functional teams to assist with driving solutions for customers, Experts and/or sellers across the Enterprise segment.

The Lead, Enterprise Business Care supports the manager helping to inspire the team members to achieve and exceed performance results. They create and manage customer projects as well as help support Experts balance their day-to-day workload. Department leadership and all team members are measured against quality standards, productivity and strategic balancing of customer needs, sales requests and department requirements. The Lead acts as a resource for team members, assists the Manager in daily work allocation, performance and adherence reporting, and provides direction regarding priorities.

Job Responsibilities:

• Address policy and procedure questions, providing clear direction. Monitor and allocate workload to Enterprise Experts throughout the day
• Perform side by side observations, offer constructive feedback for efficiencies, quality, best practices and provide positive feedback. Monitor performance for the team Manager.
• Track and report on all issues to Managers to determine developmental opportunities and supports Manager duties in their absence.
• Participate on conference calls and any related follow up, and First level approval for credits and adjustments.
• Review, approve and load projects, test LOE as appropriate, update project tracker, clear names, report on completed projects. Incentive creation, implementation and tasks.
• Strong written and verbal communication skills to gain commitment from team on changes and company culture
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• High School Diploma/GED (Required)
• 2-4 years (Preferred)
• Less than 2 years Project Management (Preferred)
• Less than 2 years Prior call center experience (Preferred)

Knowledge, Skills and Abilities:

• Project Management Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail (Required)
• Customer Service (Required)
• Microsoft Office (Required)
• Team Leadership Decision making and problem-solving skills; ability to work well and quickly under pressure (Required)
• Organizational Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)
• Cross Functional Relationships Work closely with Sales team, Ent and Gov Support leadership and Experts to ensure account health and customer satisfaction (Required)
• Communication Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level (Required)
• Task Management Effectively move between team member support, leadership support and workload management duties throughout the day. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (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)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
• Reporting & Analysis (Required)

• 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

Total Target Cash Earnings Opportunity: $54,889 - $99,002

National Base Pay Range: $23.99 - $43.27

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ373027&paradox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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, genetic information, 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 [email protected] 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.