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Trainer

Company: T-Mobile
Location: Mission
Posted on: May 3, 2021

Job Description:

The Training Assistant is a support position within the Learning & Development organization responsible for assisting Trainers during new hire training. The Training Assistant assists the Trainer with educating and developing their Customer Service Representatives in customer service and sales, knowledge of products, features, and services, policies and procedures, multi-system navigation, and T-Mobile culture. The Training Assistant serves as a resource for the Customer Service Representative by answering questions, educating to call handling guidelines and role modeling behaviors that align with T-Mobile customer service expectations and culture. The Training Assistant will provide timely and accurate feedback to new Customer Service Representatives, assist with training delivery preparation, taking incoming customer calls and deliver continuing education classes when necessary.
Responsibilities:
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Effectively coach and develop CSRs new hire training by assisting new CSRs in call handling guidelines and answering general questions and giving suggestions to improve call quality during new hire training. Lead employees and gain their commitment for the flawless execution of T-Mobiles Un-carrier strategy. Provide one on one assistance and feedback to new hires.
Achieve and maintain a significant level of knowledge of customer service center operations, processes, new hire and continuing education training, methods and procedures.
Assist Trainer with debriefing session with new hire class minimum of 2 hours per week during GMA/GMP. Assist Trainer with monitoring class compliance and administrative functions.
Assist with escalated customer calls and support the call center floor through phone time when necessary.

Qualifications:
Minimum required

Ability to work and operate under pressure, multi-task and set priorities
Excellent written and oral communication skills
Successfully demonstrated ability to give and receive feedback
Strong problem solving, decision making and analytical skill

Education
High School Diploma

Keywords: T-Mobile, Mission , Trainer, Other , Mission, Texas

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