Coach, General Care
Location: Nashville Tennessee
Description: T-Mobile is currently seeking to employ Coach, General Care right now, this occupation will be placed in Tennessee. More complete informations about this occupation opportunity please give attention to these descriptions. General Care Coaches coach, motivate and inspire their team members to achieve and exceed performance results. Coaches lead a team of approximately 15 representatives to offer differentiated customer service. As leaders, Coaches demonstrate strong interpersonal, time management, and multi-tasking skills. They have the ability to quickly adapt to change and model a positive, can-do attitude of service. Coaches develop their team members to reach career and organizational goals. They are responsible for building effective working relationships, making sound decisions, success! fully making changes, initiating action and achieving results.!
Responsibilities
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
- Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives. Offers effective positive and constructive feedback to drive results. Minimizes call escalations through effective coaching and support and handle escalated calls. Facilitates accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments.
- Creates and fosters a positive, successful, and professional work environment where employees choose to work and achieve their goals. Offers frequent formal and informal recognition.
- Communicates business strategies and results to CSRs, empowe! ring them as they resolve customer issues. Provides timely feedback to the management team on customer trends, issues and needs.
- Builds solid productive relationships with all levels of leadership and support teams. Facilitates effective and supportive team relationships. Resolves operational and interdepartmental problems quickly.
- Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
- Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.
- Two to five years customer service.Strong commitment to world class customer service.One to two years management/supervisory experience leading teams.
- Strong oral and written communication skills.
- Strong leadership and interpersonal skills.
- Effective time management, organization and prioritization! .
- Team facilitation and training skills.
- Strong decis! ion making, change management and problem solving skills.
- Ability to work well and quickly under pressure.
- Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.
- Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook.
- High School Diploma/GED.
You can also expect that it will be high energy from day one at T-Mobile: career growth, personal recognition, and diversity are all part of the mix. You'll enjoy competitive pay, special employee phone plans, generous paid time off, tuition assistance, medical and dental coverage, a great company-matched 401(k) plan, advanced training, and more.
T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.
Brand
T-Mobile
Sche! dule
Full Time
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If you were eligible to this occupation, please email us your resume, with salary requirements and a resume to T-Mobile.
If you interested on this occupation just click on the Apply button, you will be redirected to the official website
This occupation starts available on: Thu, 20 Feb 2014 18:46:01 GMT