Trainer

Trainers are responsible for delivering new hire and continuing education classes to our front line employees, the Customer Service Representative (CSR). They assume the role of a classroom facilitator, coach and supervisor. Trainers demonstrate effective leadership skills through developing awareness and knowledge of T-Mobile values, customer service skills, computer skills, product, policies and procedures.

PRIMARY ROLES & RESPONSIBILITES:

Facilitator

- Deliver/facilitate new hire training using the provided curriculum to newly hired customer service representatives

- Facilitate continuing education classes to existing CSR's for new products, services, customer service skills and market launches

- Provide performance feedback to class participants in the classroom

- Create and maintain a conducive adult learning environment for all participants, new hire or continuing education

- Create and maintain strategic partnerships with floor operations and Instructional Design partners

- Communicate with various departments within the call center and nationally; including resource planning, human resources, quality and the help desk

- Actively participate in Train The Trainer (T3) sessions as well as pilot sessions where applicable

- Participate in company wide projects/assignments, which could include working on curriculum updates/revisions or traveling to assist with new center launches

- Attend quality calibration sessions regularly

- Participate in Club New Hire process with operations and HR

Coach

- Supervise GMA/GMP, which includes providing floor support and one on one development coaching to CSR's

- Provide timely, accurate and effective feedback to CSR regarding job performance

- Perform administrative and reporting functions through systems such as T-Metrics

- Take escalated calls, approve adjustments and monitor CSR's for quality

- Create CSR development plans geared to drive world class results

Supervisor

- Complete administrative functions such as approving timesheets, addressing disciplinary issues and ordering/tracking employee phones

- Partner with HR when initiating corrective action

- Administer and grade paper evaluations for new hire classes and level 1 and 2 evaluations for continuing education classes

REQUIRED QUALIFICATIONS:

- Group presentation skills

- Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision

- Ability to build rapport with others and create a team environment

- Strong communication, organizational, motivational and time management skills

- Ability to work flexible hours if necessary (early morning or late evening)

PREFERRED QUALIFICATIONS:

- Training delivery/facilitation & coaching experience

- Customer Service Representative job knowledge

- Knowledge of adult education theory

- Wireless industry background

- Call center experience

- Strong working knowledge of T-Mobile applications and support systems as applicable to call center function (see list below)

- Ability to travel (potential up to 25%)


EDUCATION/CERTIFICATIONS/LICENSES:

- High school education

- Bachelor's degree or equivalent work experience

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to stand, talk, hear, walk and sit. Also specific vision abilities include close vision and the ability to adjust focus. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and or move up to 25 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.





T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.

If interested, please apply online at