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
This role is a learning role, where apprentices are building skills and proficiencies in these areas while also presenting all changes to operations demonstrating various forms of communication. During the apprenticeship, you'll develop the following skills to become a CEC Operations Support Analyst. You will become a direct liaison with national teams (Frontline Readiness, Care Operations, Frontline Systems Experience, Compensation, Rewards & Recognition, etc.). Will build positive relationships with national SMEs and serve as department liaison across other functional groups regarding process change, policy change, compliance issues, and department-wide communications. Gain skills towards working independently and cross-functionally with national SMEs, local site leadership, and Care SLT teams to ensure a clear understanding of the key customer and frontline experience issues.
Job Responsibilities:
- Learning the skills required of a CEC Operations Support Manager – this will be a significant portion of the work in the initial stages of the role.
- Become a Subject Matter Expert for new product/service and Uncarrier launches ensuring site readiness and execution before, during, and after launch. Responsible for continuous monitoring of evolving customer experience and strategic recommendations for course corrections as needed.
- Capture skills to be accountable for continually monitoring high priority projects including Uncarrier launches, new product/service launches and Care Operational initiatives within Care organization. Including being responsible to keep the senior leadership team and national SMEs abreast of all matters of significance requiring immediate attention. Will proactively identify potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
- Become the Customer Experience Center’s voice for frontline (customer impacting) pain points and filters these concerns to national teams, as appropriate. Responsible for solving sophisticated customer issues in creative and effective ways with urgency, aligning to company objectives and simplified solutions. Primary for the site in the communication of resolution, next steps, and close out of customer experience.
- Develop partnerships with counter parts supporting Global Care partners, addressing shared initiatives, addressing customer pain points, and supporting customer needs.
- Provide on-site operations-related support to customer experience center departments and employees including but not limited to the Director’s primary point of contact regarding operational support management and efficiency for the Customer Experience Center. May be required to stand in for Director or Senior Manager(s) in key critical business meetings/projects about operational issues, projects, team progress, and risk-related issues.
- Education:
- Bachelor's Degree Business or Technical (Preferred)
- Work Experience:
- Less than 2 years Call Center support and/or leadership role (Required)
- 2-4 years Wireless Experience (Required)
- 2-4 years Project management experience (Required)
- Knowledge, Skills and Abilities:
- Wireless (Required)
- Project Management (Required)
- Customer Service (Required)
- Leadership (Required)
- Licenses and Certifications:
- At least 18 years of age
- Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
Base Pay Range: $22.48 - $40.54
Corporate Bonus Target: 5%
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, click here.
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.
