Sr Trainer, Sales - Ops
Job Description:Provides regional coverage for Retail/Indirect by providing education/training in customer service and operations process, system workflows, customer escalations, mobile handset technology troubleshooting, policies and procedures. Conducts training on techniques of systems workflows to process the organization's products and/or services. Conducts operations training needs assessments, and analyzes employee training needs to determine requirements for new program development. Monitors and evaluates operations training programs, assesses results and implements enhancements as needed to ensure effectiveness of programs.Responsibilities:Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Field Support: Schedule and attend regular store visits with District Manager. Able to model training objectives in a live retail setting providing appropriate On-The Job Training to frontline learners at all levels.
Training Reinforcement and Sustainment: Ongoing calibration and alignment of training initiatives to business priorities. Ensure continued development of skills and competency, keeping spirit of initiatives fresh and relevant with all team members
Communication: Initiate communication ensuring internal partners are well equipped to provide the appropriate tools and resources to support the frontline. Provide field level feedback and personal observations to internal teams to support on-going quality improvement. Ensure frontline is aware of training initiatives and has a clear understanding of how to execute. Provide regular individual contribution updates as requested
Training: Prepare for and facilitate training. Able to employ traditional Instructor Led Training (ILT), Virtual Instructor led Training (VILT) and On The Job Training (OTJ) to a diverse audience in both size of group and experience. Able to co-facilitate with field leaders and prepare them to cascade training as required. Implement training by accounting for all logistics and preparation expectations. Promote an open and supportive learning environment that fosters knowledge transfer, competency, and practical application of desired skill or behavioral change.
Strategic Planning: Work collaboratively to operationalize learning initiatives. Utilize existing content development process to create tools and new learning solutions. Maintain a personal planning calendar that is in partnership with field and training team expectations
Project Support: - Represent the frontline training content as requested by internal project teams.Qualifications:
Qualifications Training delivery/facilitation & coaching experience
Working knowledge of Microsoft applications including Word, Excel and PowerPoint
Able to manage group or individual conflict
Knowledge of adult learning principles
Ability to facilitate learning to a diverse audience with a variety of leadership and learning styles
Strong communication, organizational, motivational, and time management skills
Able to read, analyze and discuss possible action plans based on business performance metrics
Position typically requires four to five years experience or equivalent educationMinimum Qualifications At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.Minimum Qualifications: At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.Company Profile:MetroPCS provides the freedom and convenience of unlimited, no-annual-contract wireless services on an advanced nationwide 4G and 4G LTE network for a flat rate. With MetroPCS, customers get great value and a wide variety of device choices from leading brands. A flagship brand operated by T-Mobile US, Inc. (NASDAQ: TMUS), MetroPCS products and services are available online and across the United States through a network of company-owned stores, authorized dealer locations, and leading national retailers.EOE Statement:We Take Equal Opportunity Seriously - By Choice.
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.