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I. Overview
Onsite support of multiple offshore vendor [aka Service Partner] locations responsible for delivering operational goals: AHT, Service Levels, staffing and volume commitments. Manager is also responsible for auditing vendor contract compliance and driving continuous improvement in operations, training and quality. Reporting to Director of SPM Operations.
II. Responsibilities
- Hold Service Partner site leadership accountable for results and compliance to contractual obligations.
- With Service Partner management team help develop and communicate and execute upon outsourcing strategies that support global business goals and budgetary commitments.
- Line of Business Subject Matter Expert
- Drive continuous improvement in customer experience through project support, strategy planning, and close partnership with cross functional teams
- Communication of projects, strategies, reporting and goals tied to assigned SP locations to entire SPM team.
- Real time service level mitigation in tandem with SP.
- Staffing/forecasting planning and execution.
- Ensure training is delivered in a timely fashion and is relevant to agents and SPM strategy
III. Attributes
- Builds passion and commitment towards company goals
- Adheres to T-Mobile’s values, beliefs, and principles
- Envisions, inspires, and leads change
- Demonstrated track record of delivering results.
- Accountable and able to adapt within a fast-paced environment
- Works in concert with others to build consensus with diverse teams
- Remains calm, maintains perspective, and responds in a professional manner when faced with difficult or ambiguous situations
- Relentless focus on performance metrics and operational detail
- Ability to deal decisively with marginal SP performance
- Takes personal responsibility for the continuous learning of new knowledge, skills, and abilities
IV. Qualifications
- Bilingual/multilingual. Tagalog and Spanish preferred.
- Ability to travel 80% to 100%
- Possesses ability to independently conduct business with senior leadership of service providers
- Possesses extensive operational background managing service level, CRT, staffing, quality and forecasting.
- 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 layers 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
IV. Education & Experience
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Location:
US
Job Category:
Job Industry:
Experience Level:
Employee Type:
Travel
None
Education Level:
Minimum Salary:
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