Sr. Trainer, Care Rochester CEC - Henrietta, United States - T-Mobile

Description

Be unstoppable with us
T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop

Job Overview
Sr. Trainers are responsible for delivering new hires and continuing education curriculum to our frontline employees. They assume the role of a classroom facilitator, coach, and supervisor. Sr. Trainers demonstrate effective leadership by educating and developing their Experts in customer service, resolution, and sales behaviors; knowledge of products, features, services, policies, and procedures; multi-system navigation; and T Mobile culture.

Job Responsibilities:

• Deliver/facilitate new hire training using the National Curriculum to newly hired Experts.
• Coach employees and gain their commitment to the flawless execution of T Mobile's Uncarrier strategy. Provide one on one assistance and feedback to new hires.
• Be a subject matter expert in new hire curriculum and review materials prior to start of class.
• Complete classroom preparation including testing all equipment, ensuring permissions and logins are available and working, obtaining badge access, and ensuring materials (videos, workbooks, flipcharts, pens, pencils, etc.) are ready and available.
• Manage new hire attendance and take appropriate action to adjust training or take further actions as needed.
• Facilitate continuing education classes to existing experts for new products, features, and services, customer service skills, and market launches.
• Provide timely, accurate, and effective feedback to experts regarding job performance.
• Conduct project and program management for local training initiatives.
• Attend essential meetings designed to steer alignment to increase training performance.
• Review reporting and provide insights and recommendations on initiatives and programs to improve performance and adoption.
• Identify knowledge and skill gaps with recommended training solutions to resolve them.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education:

• High School Diploma/GED (Required)

Work Experience:

• Training delivery/facilitation & coaching experience. (Preferred)
• Call Center experience (Preferred)
• Operations Coach experience or Operations Leadership experience. (Preferred)

Knowledge, Skills and Abilities:

• Presentations Ability to facilitate effective and engaging presentations using a variety of delivery modalities. (Required)
• Communication (Required)
• Organization (Required)
• Training (Preferred)
• Customer Service (Preferred)
• Wireless Services (Preferred)
• Training Delivery
  Experienced in delivering Train-the-Trainer material nationally to other trainers. (Preferred)

•At least 18 years of age

•Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

New York Pay Range : $62, $85,100.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

At T-Mobile, our benefits exemplify the spirit of One Team, Together A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.

We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs To learn about T-Mobile's amazing benefits, check out www.t-

Never stop growing
T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing - or calling Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.