Posted on: May 3, 2021
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
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.
Ability to work and operate under pressure, multi-task and set
Excellent written and oral communication skills
Successfully demonstrated ability to give and receive feedback
Strong problem solving, decision making and analytical skill
High School Diploma
Keywords: T-Mobile, Mission , Trainer, Other , Mission, Texas
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