Description |
Learning &Development Manager
Job Title: L&D Manager
Organization: T-Mobile USA-Customer Service
Reports to: General Manager of corresponding call center in customer care/L&D Sr Manager in financial care
Direct Reports:
Senior Trainer, Trainers and Training Assistants of corresponding call center
Job Description:
The L&D Manager is responsible for leading, coaching and skill development of a team of Trainers and Training Assistants within the local call center. The L&D Manager ensures proper implementation of local and national L&D initiatives, including consistency of new hire and continuing education curriculum. This position closely partners with all cross-functional departments within the call center to achieve company goals and serve as a liaison between local and national organization.
PRIMARY ROLES & RESPONSIBILITES:
* Lead, coach and develop all L&D employees at the site level (Sr Trainer, Trainer, Training Assistant and Administrative Assistant) through coaching, performance management, role modeling behaviors and on the job observations
* Conduct in classroom and on the floor coaching observations of Trainers and Training Assistants on a regular basis
* Provide timely and accurate feedback to Trainers and Training Assistants based on delivery and coaching observations
* Coordinate all classroom instruction, including new hire and continuing education
* Communicate expectations and initiatives of national L&D to local team, ensure proper implementation, consistency, quality and accuracy of delivery and materials
* Ensure proper reporting of individual and collective department results. Track, analyze, evaluate and review data regularly with the team to identify areas of strength and opportunities for improvement
* Partner with all departments in the call center including HR, RP, Facilities, Operations and Quality to improve efficiency, effectiveness and productivity of site
* Proactively seek new ways to manage and enhance training roll out, tracking and Trainer/Trainee performance
* Support relationships with community resources for learning, such as colleges and third party vendors
* Create and maintain strategic partnerships with the Instructional Design team ensuring team representation on conference calls and meetings related to new hire and continuing ed curriculum
* Regularly attend meetings with center operations leadership teams
* Actively participate in Club New Hire and the interviewing/staffing process for new CSR's
|
Requirements |
REQUIRED QUALIFICATIONS:
* Ability to travel (potentially up to 25%)
* Minimum of three years management experience
* Successfully demonstrated leadership and organizational skills
* Strong interpersonal skills to inspire patience, flexibility, creativity and perseverance in others
* Solid understanding of the adult learning principles
REQUIRED QUALIFICATIONS cont.
* Solid understanding of performance management techniques
* Proven ability to model values of the organization
* Excellent analytical and decision making skills
* Customer Service Representative job knowledge
* Excellent coaching skills
PREFERRED QUALIFICATIONS:
* Call center background
* Wireless industry experience
* Working knowledge of T-Mobile applications and support systems based on call center function (see list below)
EDUCATION/CERTIFICATIONS/LICENSES:
* High school education
* Bachelors degree or equivalent work experience
SYSTEMS KNOWLEDGE:
* Samson Outlook OTA
* Streamline Microsoft Office Engineering Remedy
* MyVoice T-Mobile.com iHLR
* OneVoice PCS handsets Primus
* Vasa Lucent/CentreVu Supervisor
* RTA Remedy
* Expense-It! MyTime
* T-Metrics E-Schedule planner
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to stand, talk, hear, walk and sit. Also specific vision abilities include close vision and the ability to adjust focus. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and or move up to 25 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
When asked "How did you hear about us?" please select the option "Other" from the list and type "LatPro" on the next open field.
|
|
