Manager, Care Training

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

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.

Job Responsibilities:

• 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 and Work Experience:

• High School Diploma/GED (Required)
• 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 ()
• Wireless (Preferred)

 

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

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

Base Pay Range: $82,600 - $149,000

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.