MetroPCS Wireless, Inc. was formed in 1994 to provide an affordable, simple to use wireless service for customers in metropolitan areas seeking an alternative to traditional landline or wireless service. Our rapidly growing company offers a great work environment. Visit us at www.metropcs.com to learn more about our exciting history and to view our job postings.
The position exists to assist the customer operations team with the daily operational issues for vendor and call center support. This position will require occasional travel to the call center, software vendor, locations and markets. Additionally, it will assist with customer/CSR issues and questions as they relate to self service functions in the customer service menu of options (IVR) and the self service handset application (myMetro).
This position will assist the customer operations team in the documentation of updates and improvements in automation support tools. This includes communicating changes or updates with regards to the self service applications internally and to the call centers and markets. Updates may be communicated verbally, in electronic mail, or updates to intranet share point pages.
By working directly with MetroPCS Operations, and with the software vendors, the position is responsible for developing test plans for upgrades and for testing each enhancement to ensure success. Upon completion of testing, report results for each release as needed.
This position will assist with reporting aspects regarding containment, results of changes, call volume forecasting, and any trends.
Operationally, this position will be responsible for ensuring calls are delivered to the various call centers in accordance with the agreed upon forecasted numbers for each vendor. The position will work closely with the call centers on forecasting call arrival patterns, maintaining schedules for several types of call centers, and support call centers in instances of outages or other forms of emergencies.
Areas of Responsibility
Assist with the daily operational issues for the vendor call centers and self service software vendors
Provide documentation of processes and procedures internally, to call centers, and to markets
Assist with vendor and internal organizations to establish efficient processes
Monitor, report, and review self-service performance
Provide support in driving process and quality customer service improvement efforts
Maintain close contact with the software vendors, and internal MetroPCS organizations to ensure smooth operations
Generate and provide requested reports on performance of self-service tools
Provide 24x7 support for call centers in instances of outages or other emergencies
Minimum Education/Certifications/Knowledge Requirements:
High School diploma or GED required; BA/BS preferred
Minimum of 2 years experience in a high volume service industry environment
MetroPCS Communications has an urban outlook on communications. The regional wireless service provider offers use of its phone networks...