Description |
Program Manager, Service Partner Mgmt
I. Overview
This position is part of T-Mobile USA's Service Partner Management team. The Service Partner Management team has significant operational, financial, and legal impact to T-Mobile USA and the Service Partner Operations Program Manager is a critical component of the leadership team. The Service Partner Operations Program Manager reports to an Operations Manager in Service Partner Management and is responsible for driving/achieving operational goals on behalf of T-Mobile. This position is responsible for driving Operational Metric goals and Staffing requirements, as well as ensuring a consistent Customer Experience for assigned Service Partners/lines of business.
The Operations Program Manager is responsible for ensuring operational goals are achieved, tracking operational issues, facilitating daily Service Partner operations calls and driving continuous improvement for assigned Service Partners/lines of business. Owns, maintains, and delivers daily service level performance analysis. Facilitates daily, weekly and adhoc operations calls with multiple service partner sites to ensure adherence to operational commitments (i.e. staffing, CRT, SLA, show rate, forecasted call delivery).
II. Responsibilities
Operations
* Ensure Service Level goals are met
* Ensure proper alignment of Service partner staffing
* Ensure training is delivered in a timely fashion and is relevant to agents and SPM strategy
* Coaching and development of leadership teams at SP sites to improve the customer experience
* Tactical execution to ensure success of short and long term strategies
* Drive accountability for performance, goals, and the customer experience with Service Partners.
* Drive continuous improvement in customer experience through project support, 'outside of the box' thinking to meet business needs and close partnership with teams inside and outside of Service Partner Management.
* Communication of all factors impacting real time performance to Operations Manager and other appropriate parties.
* Identify opportunities with Service Partner resources, staffing and knowledge to facilitate a world class customer experience and ensure the Service Partners are executing on solutions to address any known areas of opportunity.
Other Duties
* Meeting facilitation with Service partners and cross-functional teams
* Document interactions with SPs, Action Plans, goals, agendas, minutes, etc-
* Data analysis to identify business impacting trends
* Managing Daily Performance of multi-million dollar accounts
* Drive performance primarily through over the phone interactions
* Partner with Quality Manager and Business Support SMEs to drive improvements in Customer Experience
* Active participation in cross functional project teams
III. Attributes
* Delivers legendary service that meets and exceeds all customers' expectations
* Serves as a liaison, both internally and externally
* Adheres to T-Mobile's values, beliefs, and principles at all times
* Envisions, inspires, and leads positive change
* Thinks outside of the box and creatively resolves problems
* Leads capably with a bias for action and demonstrates track record of results. Accountable and able to adapt within a fast-paced environment
* Builds effective relationships up, down, across, inside and outside of T-Mobile USA. Strong ability to influence others, regardless of perception of authority
* Works in concert with others to build consensus with diverse teams
* Remains calm, maintains perspective, and responds in a professional manner when faced with tough situations
* Makes timely and appropriate decisions based upon a mixture of analysis, experience, and judgment
* Ability to understand, assess, and communicate complex information
* Always accountable to results
* Willingness to assist all groups that seek help with a sense of urgency
* Must be flexible, approachable, and possess the ability to foster team spirit.
* Details driven
* Strong will to make the business better and more efficient without compromising the customer experience.
* Takes personal responsibility for the continuous learning of new knowledge, skills, and abilities
* Proven ability to influence results through indirect management
* Possesses Business Maturity; demonstrates sensitivity to financial and confidentiality concerns
* Possesses demonstrated ability to work in a virtual team environment
IV. Qualifications
* Possesses the willingness and ability to travel (on short notice and for extended periods), minimum of 25-30%
* Possesses demonstrated schedule flexibility to meet needs of the 24/7 nature of the business
* Possesses ability to independently conduct business with Senior Leadership of Service Partners
* Possesses Strong operational background managing Service Level, CRT, Staffing and Quality.
* Possesses a demonstrated track record building team and organizational strength through leadership, partnership, and a high level of integrity
* Possesses proven ability to effectively communicate with and interact with all levels and organizations both internal and external to T-Mobile
* Possesses demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups
* Possesses demonstrated ability in problem-solving and analysis: identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk
* Possesses proven ability to interact with, protect, and guard confidential company information in the course of successfully performing his/her duties
* Possesses meeting facilitation & presentations skills
IV. Education & Experience
* Bachelors Degree or equivalent experience
* 3+ years experience in Business Operations, and/or Vendor Management
* Outsourcing experience strongly preferred
* Call center experience strongly preferred
* Experience with Staffing / Forecasting methodology preferred
* Knowledge of MSI / Six Sigma a plus
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Requirements |
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