T Mobile Usa Work Values

Daily Duties at T Mobile Usa:

Business Support Manager (2011-2012) • Directed an analyst team in identifying areas for improvement at call centers, providing recommendations, leading implementation projects, and serving as a point-of-contact for policy and procedure issues. • Provided clarification and serves as a liaison between the customer service and methods/procedures teams. • Supported frontline employees, individual contributors, and leaders companywide. • Analyzed key performance results spanning customer satisfaction, handset exchanges, and interval one-call resolution to drive improvements that elevated center to second highest performance in the organization. Team Manager (2006-2011) • Oversaw 9 supervisors and 150 indirect frontline employees; supervised leadership development, strategic planning, performance management, training, recruiting, and customer satisfaction. • Delivered on all annual performance goals such as interval one call resolution, call resolution time, absenteeism, compliance to schedule, handset exchange percentage, customer satisfaction, and quality observation alignment. • Improved overall unit performance 20% by hosting weekly performance meetings and staff training sessions. • Designed and implemented an effective team meetings course and led a time management course. Coach (2003-2006) • Managed 16 frontline direct reports in call center operations; monitored call volume, developed representatives, resolved escalated tickets, and provided training and performance management. • Handled hiring, on-boarding, and payroll processing for team members. • Achieved or exceeded all annual performance goals.

What they like about T Mobile Usa:

Organizations with strong, centralized leadership are particularly attractive to you. You require a work environment with leadership that aggressively seeks to expand and grow the business and does so in a visible and decisive manner. In general you prefer to work in an environment in which there is a strong link between leadership, its actions, and a strong set of company-wide values.

Tags

Excel, Coaching, Powerpoint, Strategic Planning, Business Communications, Presentations, Training Development, Team Development, Call Center Operations, Interviewing, Process Improvements, Startup Planning, Business Analysis, Planning and Scheduling, Project Management

Skills

P&L responsibilities, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Software Implementation, Leadership

These are some of the questions we asked our climbers about their experiences with T Mobile Usa: