Coach, Team of Experts

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Coach is a frontline leader responsible for developing, motivating, and driving performance within a team of Account Care Experts to deliver exceptional customer experiences. This role focuses on coaching and skill development, providing real-time feedback, and implementing performance action plans to ensure Experts achieve one-call resolution, exceed performance goals, and enhance customer retention. Coaches analyze performance trends, oversee queue management, and partner with leadership to execute strategies that improve efficiency and team success. They also manage team meetings, recognition programs, and follow-ups, fostering an environment of accountability, engagement, and continuous growth. Success in this role requires adaptability in a fast-paced environment, the ability to navigate shifting priorities effectively, and proficiency in utilizing digital tools to track performance, analyze data, and optimize coaching effectiveness. By inspiring and empowering their team, Coaches play a critical role in driving a high-performance culture and modeling the company's BEST service model, making this role essential to fulfilling the mission of being the best in the world at connecting customers to their world.

Job Responsibilities:

• Meet and exceed objectives for team performance and individual performance of assigned experts by providing effective feedback, coaching, and support. Minimizes 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, data analytics, AI tools 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.
• Timekeeping, performance documentation, team communications, employee relations, performance improvement and schedule management

Education and Work Experience:

• High School Diploma/GED (Required)
• Associate's Degree (Preferred)
• 2-4 years Customer Service experience. Required

Knowledge, Skills and Abilities:

• Leadership Capability to inspire and motivate team members, lead by example, and foster a positive and collaborative work environment. (Required)
• Coaching Ability to provide personalized feedback, guidance, and support to team members to enhance their performance and development. (Required)
• Problem Solving Aptitude in identifying root causes of customer issues, analyzing complex situations, and implementing effective solutions in a timely manner. (Required)
• Microsoft Office Utilizing all tools (Required)
• Conflict Resolution Proficiency in de-escalating situations, addressing customer concerns effectively, and turning negative experiences into positive outcomes. (Required)
• Analytics Ability to analyze performance metrics and implement strategies to exceed targets. (Required)
• Adaptability Flexibility to adapt to changing priorities, processes, and customer needs in a dynamic and fast-paced environment. (Required)
• Empathy Ability to understand and empathize with customers' concerns and emotions, ensuring a compassionate and personalized approach to customer interactions. (Required)
• Communication Clear and effective communication skills to convey instructions, provide feedback, and collaborate with team members and other departments. (Required)
• Multitasking Ability to manage multiple tasks simultaneously, ensuring effective time management. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $55,000 - $93,564

Annualized Incentive Target: $15,000

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.