Job Openings >> Manager, Care
Manager, Care
Summary
Title:Manager, Care
ID:1313
Department:Customer Service
Location:Costa Mesa
Brand:Both
Description

OUR TEAM IS GROWING!

Are you ready to slay each day in a position that perfectly suits your skills at a company that rewards passion, creativity and innovation? Because Ultra/Mint Mobile is looking for our next extraordinary Manager, Care to level up our Customer Care Team in Costa Mesa!

The Manager, Care is a customer service rockstar, focused on taking our customer service experience to the next level and supporting and building up an onsite team of customer support specialists.  You’ll partner with the Head of Care and Sr. Manager, Care to maximize our opportunity for improving our current processes and leading the charge in preparing our Care group for massive growth . Sounds exciting, right?

At Ultra Mobile, you'll join a talented squad in an exciting and evolving industry that will hone your skills, nurture your growth, and offer career development opportunities abound (that means a lot!). We can offer you a fast-paced and driven working environment with challenging work, Fortune 500-style benefits, and great colleagues as well as career development opportunities.

ABOUT THE ROLE

As Manager, Care, you will optimize our customer service approach, execution, analysis, and metrics for one successful, well established brand and one exciting rapidly growing brand.Your usual day of awesomeness will include:

  • Manages Care performance for existing prepaid wireless brands, including:
    • Manages key customer service metrics including Time to Resolution and % of Issues Requiring Escalation.
    • Manages internal and external Care teams providing level 4 and 5 agent support.
    • Identifies and executes upon highest ROI opportunities to improve customer experience while reducing or maintaining costs.
  • Optimizes the existing Executive Escalations process including triage and execution of solutions in an expedited manner for high priority customers.
  • Identifies and executes process improvements and root cause problems across level 4 and 5 agent teams.
  • Supports the senior executives of Ultra, ensuring customer satisfaction in escalated issues by responding directly to the customer, the customer’s legal counsel, state and federal agencies, and/or consumer complaint agencies.
  • Completes analysis to provide executives information regarding escalation drivers and trends.

WHAT YOU BRING

  • Must have at least 3 years of Call Center Management experience
  • At least 1 years in telecommunications customer service
  • Bachelors and Masters Preferred
  • High energy, collaboration and positivity
  • Ability to work well with agent, management, and executive level employees
  • Must have effective communication, writing, analytical and organizational skills
  • Has the ability to work with people from different backgrounds
  • Has the ability to multi-task and handle multiple concerns at all the same time
  • Highly motivated, results-driven, and resourceful
  • Excellent problem-solving and decision-making skills


WHO WE ARE

Ultra Mobile and Mint Mobile. Our two brands are basically the Batman and Superman of the wireless industry, saving our customers from our overpriced competitors with incredible prices and premium wireless service. We are inventors and innovators who believe in owning the outcome of everything we do, being action-based, and embracing the journey we’re on as a team.


 

WHAT WE DO

We harness the power of innovation in the telecommunications industry with the nation’s fastest, most-advanced 4G LTE network served up at the best prices. Ultra serves the international community residing in America with low-cost plans that include unlimited global text and international calling to 80 destinations. Mint, our online only brand, is disrupting the digital sphere with big bulk savings on 3, 6 or 12-month plans catered to the domestic user. Together, both brands connect people everyday, everywhere with the click of a button…er touchscreen.

 

 

$1,000 REFERRAL BONUS
Does this position sound like someone you know? If you’re the person for the job, apply! If we don’t seem to be the right fit, refer a friend or colleague or that person that lives down the street and you can get $1,000. Just send an email to referralbonus@ultra.me with

  1. Your name
  2. Their resume or link to their LinkedIn page

 

If we hire them and they stay for 90 days, you get $1,000 dollars! For more details on restrictions and rules, please email referralbonus@ultra.me

 

 

 

This opening is closed and is no longer accepting applications
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