Sr Resolution Excellence Manager

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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 Overview Responsible for partnering with National Care Quality, Directors and VPs along with Partner Directors, Sr. Managers and frontline to understand customer sentiment, rep behaviors, training, reporting and execution. Expected to host focus groups with all site levels to discuss customer call back reasons, rep knowledge gaps, and needed huddle/team meeting content. Expected to develop/train service partner specific content to VP and below levels. Attend regular service partner site town halls, team meetings, and huddles to observe execution for the 45,000 and growing National Care organization. Critically, required to create/modify training, report on metrics, ad-hoc reporting and create team meeting content to immediately close knowledge gaps, accelerate learning, and ensure resolution on the first call.

Job Responsibilities :

• Partner with National Care and partner sites at all levels to understand customer sentiment, Rep behaviors, and leader knowledge to proactively refine training content, C2 Updates and drive policy changes. Attend service partner town calls, team meetings, huddles to observe execution.

• Host focus groups at all partner levels centered around the customer experience, especially resolution and call back drivers to proactively refine training content, host additional huddles and one on ones. Drive C2 and FAQ updates to ensure first call resolution.

• Create/modify new hire and ongoing training. Attend T-Mobile GTM calls to ensure frontline is prepared for new products/procedures. Ad-hoc reporting to immediately close knowledge gaps, accelerate learning, and ensure resolution on the first call.

• Host calls to train created content or provide feedback on gaps discovered through reporting.

• Identify risks, gaps (through reporting and focus groups) and propose solutions to key partners and leadership. Provide ongoing program strategic direction for sales programs requiring lifecycle management. Lead planning efforts in support of various workstreams and key areas of the business

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

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 paid 12 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 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

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 [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.