Manager, Care Training (Salem CEC)

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
The Training Manager assures proper implementation of National Care Training initiatives, including consistency of New Hire Curriculum, Continuing Education classes, and Leadership Development with a focus on Customer Experience. Responsible for managing and developing a team of Sr. Trainers and a Leadership Development Manager to deliver training resulting in high-quality CEC individual contributors and leaders. Partner with all departments to achieve company goals, and serve as a liaison between local organizations (Call Center and Training Team) and the National organization.

• The Training Manager position is responsible for leading, coaching, and developing all direct reports
  and supporting all training and development needs in the CEC, including but not limited to new hire training, continuing education, leadership development, and organization priorities.

• Leverage partnership with Leadership Development Manager to ensure CEC Leadership needs are identified and addressed through an ongoing leadership development strategy.

• Coordinate all classroom instruction and new hire needs for New Hire and Continuing Education (Ex: NH permissions, log in and system access related functions).

• Communicate expectations and initiatives of National L&D Organization to the local team, and ensure proper implementation, consistency, quality, and accuracy of the delivery and materials.

• Monitor and observe class performance, facilitation, and department/CEC results. Take appropriate
  action to improve performance and partner with key stakeholders to address trends in partnership with the LDM as needed (Ex: attrition, call type opportunities).

• Track, analyze, evaluate, and review this information regularly with the team to identify areas of strength and opportunities for improvement.

• Partner with key stakeholder departments Ops, HR, RP, Recruiting, QA, etc. Attend regularly scheduled CEC and national meetings as required, and provide ongoing communication to improve efficiency, effectiveness, and productivity of the site.

• Proactively seek new ways to manage training rollout, tracking, and Facilitator and trainee performance.

• Collaborate and coordinate with CEC training teams to build floor support plans for new hire call support during training.

• Recruit, interview, and hire Sr. Trainers. Support the ongoing development of Sr. Trainers.

• This position will require the supervision of a staff of both exempt and/or non exempt personnel

• Also responsible for other Duties/Projects as assigned by business management as needed.

Education:

• High School Diploma/GED (Required)

Work Experience:

• 4-7 years Leadership experience (Required)

• 2-4 years Professional training experience (Required)

• 2-4 years Multi-unit management experience (Preferred)

Knowledge, Skills and Abilities:

• Coaching (Required)

• Conflict Management (Required)

• Facilitation (Required)

• Training Delivery (Required)

• Microsoft Office (Required)

• Wireless (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States
• T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.

Travel:
Travel Required (Yes/No):Yes

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

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.

If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/

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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. 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.