Trainer I

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:

- Training delivery/facilitation & coaching experience

- 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:

- 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




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

If interested, please apply online at