Lead, Inbound Business Care at T-Mobile in Las Vegas, NV

LEAD, INBOUND BUSINESS CARE Location: Las Vegas, Nevada 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 Lead, Inbound Business Care is an individual contributor role that supports frontline Experts by enabling day-to-day execution, workload coordination, and skill reinforcement in a relationship-based business customer environment. This role serves as a force multiplier for the team by providing real-time support, handling routine escalations, and reinforcing quality and service standards during customer interactions that influence retention and growth. The Inbound Business Care Lead partners closely with the Inbound Business Care Manager and peer support teams to ensure consistent execution but does not hold people leadership authority. Success in this role is measured by frontline readiness, execution quality, and the ability to support positive customer outcomes at scale. Job Responsibilities: • Provide immediate, in-the-moment support to frontline Experts during live customer interactions to ensure accurate, efficient resolution. Act as a go-to resource for process, policy, and system questions, helping reduce uncertainty and delays. Support Experts in navigating complex customer scenarios while reinforcing expected behaviors and service standards. • Assist with balancing workload across the team based on priorities and direction set by the Manager. Support coordination of work across calls, follow-ups, and offline activities to maintain steady execution. Identify execution gaps or capacity constraints and elevate insights to the Manager to support timely adjustments. • Address routine customer issues and escalations within established guidelines and guardrails. De-escalate situations effectively while protecting customer trust and experience. Escalate complex, high-risk, or precedent-setting issues to the Manager to ensure appropriate decision-making and risk ownership. • Conduct call listening and side-by-side support to reinforce quality, efficiency, and customer experience standards. Provide informal, in-the-moment feedback focused on skill application, confidence, and consistency. Support onboarding and adoption of new skills, tools, or processes as directed by the Manager. • Participate in quality reviews and calibration activities to support consistent execution across the team. Identify trends or recurring issues and share insights with leadership to inform improvement efforts. Partner with peers across Business support teams to support shared customers and reinforce Manager-led messaging related to priorities, changes, and expectations. Education and Work Experience: • High School Diploma/GED () • 2-4 years Customer Service Experience (Preferred) • Less than 2 years Project Management (Preferred) • Less than 2 years Prior call center experience (Preferred) Knowledge, Skills and Abilities: • Team Leadership Decision making and problem-solving skills; ability to work well and quickly under pressure (Required) • Organizational Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required) • Cross Functional Relationships Work closely with Sales team, Ent and Gov Support leadership and Experts to ensure account health and customer satisfaction (Required) • Communication Demonstrates clear, professional communication when interacting with frontline team members, peers, and people leaders. (Required) • Task Management Effectively move between team member support, leadership support and workload management duties throughout the day. (Required) • Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (Required) • T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required) • Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required) • Microsoft Office Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required) • Conflict Resolution Expertise in de-escalating customers; conflict resolution skills (Required) • 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: $22.84 - $41.20 Corporate Bonus Target: 10% 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, https://paylookup.t-mobile.com/paylookup?reqID=REQ360190¶dox=1 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.