Coach, Team of Experts

About the position

The Team of Experts Coach at T-Mobile is responsible for leading and developing a team of customer service experts to achieve exceptional performance results. This role involves coaching, motivating, and inspiring team members to provide outstanding customer service while managing various customer concerns effectively. Coaches are expected to foster a positive work environment, build strong relationships, and collaborate with other coaches to enhance the overall customer experience.

Responsibilities

• Meet and exceed objectives for team performance and individual performance of assigned experts by providing effective feedback, coaching, and support.
• Minimize escalations through effective coaching and support as well as proper handling of calls escalated to the coach to achieve the right result.
• Understand and effectively leverage metrics and other measurements to drive team performance; use good judgement and business acumen to balance metrics and resolve customer issues.
• Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff.
• Coach and develop experts, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the pod and being a trusted resource for experts through in-the-game coaching.
• Effectively use recognition, coaching, training, and other tools to lead coaches and experts and inspire world-class performance and employee retention.
• Coordinate, cooperate, and collaborate with other coaches serving a shared customer base to ensure a seamless customer experience.

Requirements

• High School Diploma or GED
• 2-4 years of Customer Service experience
• Leadership skills
• Facilitation skills
• Problem Solving skills
• Proficiency in Microsoft Office

Benefits

• 401(k)
• AD&D insurance
• Childcare
• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Family leave
• Medical, dental and vision insurance
• Flexible spending account
• Paid time off
• Paid parental and family leave
• Tuition assistance
• Short- and long-term disability
• Voluntary life insurance
• Pet insurance
• Mobile service & home internet discounts