About the Company
T-Mobile is America’s ‘Un-carrier,’ delivering an advanced 4G LTE and an expansive 5G network that provides a reliable and innovative wireless experience. We believe in putting our customers first and challenging the status quo, fostering a dynamic and inclusive environment where every employee can thrive and contribute to our mission of connecting people to what they love.
Job Description
We are seeking a highly motivated and experienced Professional Teleperformance Lead to join our corporate team. This is a 100% remote position, allowing you to work from anywhere within the United States. As a Teleperformance Lead, you will be instrumental in guiding a team of remote customer service professionals, ensuring high performance, exceptional customer satisfaction, and adherence to company standards. You will be responsible for coaching, monitoring, and motivating your team to achieve their individual and collective goals, contributing directly to T-Mobile’s commitment to customer excellence. This role requires strong leadership, communication, and problem-solving skills, with a focus on continuous improvement and team development in a virtual environment.
Key Responsibilities
- Lead, mentor, and motivate a team of remote teleperformance specialists to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to foster continuous improvement.
- Monitor team performance and call quality, ensuring adherence to company policies, procedures, and service standards.
- Develop and implement training programs and materials to enhance team skills and knowledge.
- Resolve complex customer issues and escalations that require lead-level intervention.
- Analyze performance data to identify trends, areas for improvement, and implement corrective actions.
- Collaborate with other departments to optimize processes and enhance the overall customer experience.
- Ensure a positive and engaging remote work environment, promoting team cohesion and morale.
Required Skills
- Minimum of 4 years of experience in a customer service or call center environment.
- Minimum of 2 years of experience in a leadership or supervisory role, preferably in a remote setting.
- Proven ability to coach, mentor, and develop a team to achieve performance targets.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and telecommunications systems.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience with performance management tools and methodologies.
- Certification in customer service or call center management.
- Bilingual proficiency (e.g., Spanish/English).
Perks & Benefits
- Comprehensive Medical, Dental, and Vision coverage.
- Generous Paid Time Off (PTO) and paid holidays.
- 401(k) retirement plan with company match.
- Employee stock purchase program.
- Tuition reimbursement program.
- Discounts on T-Mobile services and products.
- Dedicated remote work stipend.
- Career development and growth opportunities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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