Trainer, Direct to Customer
T-Mobile - Birmingham, AL

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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

Qualifications

REQUIRED

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.

PREFERRED

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.

Job

:

Customer Service

Primary Location

:

AL-Birmingham AL

T-Mobile - 16 months ago - save job - block
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