Trainers are responsible for delivering new hire and continuing education curriculum 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 by educating and developing their Customer Service Representatives in customer service and sales, knowledge of products, features, services, policies and procedures, multi-system navigation, and T-Mobile culture.Desired
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
Operations Coach experience or Operations Leadership experience
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Deliver/facilitate new hire training using the provided curriculum to newly hired customer service representatives. Coach employees and gain their commitment for the flawless execution of T-Mobile's Uncarrier strategy. Provide one on one assistance and feedback to new hires.
Facilitate continuing education classes to existing CSR's for new products, features, and services, customer service skills and market launches
Provide timely, accurate and effective feedback to CSR regarding job performance