T-Mobile is Consolidating Its Customer Support Teams





Update: The original source of this report has now posted an update with details from T-Mobile. According to T-Mobile, all employees affected by shutting down some of its T-Force customer support centers have been offered relocation options to the new consolidated centers.

Here is the statement T-Mobile sent The Mobile Report:

To make our best-in-class online support team even more effective and collaborative for customers, we are bringing our previously geographically dispersed online support team (T-Force) physically together into five designated Customer Experience Center locations across the country. As online support remains a priority and we plan to stay fully staffed, we hope as many of our employees as possible stay on with us. To support them, we have offered relocation packages. Those who are unable to move are eligible for alternate roles at T-Mobile. We will provide those who choose to leave the company with transition support and anticipate very few departures.

T-Force is T-Mobile’s customer service division that works separately from the company’s other support systems, such as chat box help. The team works exclusively through Facebook and Twitter to help millions of T-Mobile customers with assistance. T-Mobile is closing down a dozen support centers to just five locations throughout the United States. 

Back in 2017, T-Mobile boasted its T-Force techs “cut wait times by 10x – from 30 minutes three years ago to just 3 minutes… T-Mobile customers are happier and more satisfied than ever.”

But today, sources are reporting T-Mobile has suddenly issued an ultimatum for most of the T-Force crew – relocate or resign. Employees have the option to relocate to one of the five remaining centers or find another job. 

T-Force employees who choose to stay will be offered a relocation payment, though how much that will be is yet to be revealed. Those who choose to resign are rumored to receive a severance package of two months of paid time off, which will end on August 4th, 2023. 

While thousands of T-Force employees will have until June 12th to decide which option to take. T-Mobile will continue paying T-Force team members while they decide.

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