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
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
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
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)
T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.
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%)
High school education
Bachelor's degree or equivalent work experience
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.
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 - 16 months ago
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