The Frontline Leadership Development Consultant position is responsible for developing Customer Care people managers, Sr. Experts, Trainers, Assistant Trainers, Support Team Leaders, and Professional Individual Contributors.
What you'll do in your role.
Initiates and leads performance consultations with Directors and other site leadership to identify Care leadership development needs and performance gaps. Understands and provides ongoing support of ever-evolving Care business strategies and challenges. Ensures Care organization leaders have the support and resources needed to help leaders master their role and build bench strength. Facilitates training, effectively utilizing a variety of delivery mechanisms including traditional instructor-led, co-facilitation, and virtual classes. Supports the creation, implementation, and reinforcement of high performing/high potentials programs for employees looking to promote to the next level. Uses positive reinforcements and adult learning techniques to promote learning and skill improvement. Identifies training opportunities through solid understanding of the job. Develops post-training support and reinforcement tools to sustain behavioral change and drive improved performance.
The experience you'll bring.
3+ years of Call Center Operations Management experience or equivalent
2+ years of experience leading leaders
Strong consulting and/or coaching background
Shown competence in relationship building; easily connects with remote and on-site teams
Proven track record of prioritizing and balancing multiple tasks/projects at once
Demonstrates executive maturity enabling influence and coaching up to the Director/Senior Manager level
Thinks critically in decision making and balances both long- and short-term impacts
Values perspective of and knows how to incorporate social issues into coaching tactics and cultural recommendations
Understands and adapts to the importance of diversity, equity, and inclusion across all business platforms
Proven ability to work in a fast-paced, self-directed environment with a sense of urgency; takes initiative and can work with autonomy
Talent for conducting effective and engaging presentations in a variety of delivery formats
Ability to work effectively both independently and with a team both in person and virtually
Strong communication, interpersonal and collaboration skills
Ability to balance and resolve competing business priorities between organization and client(s) while maintaining goodwill
Additional/desired skills:
3+ years of program delivery/facilitation skills - experienced in the delivery of leadership and skill-building workshops
Solid understanding of MS Office Applications (Word, Excel, PowerPoint, and Outlook)
Understanding of wireless industry
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, 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 prior to successful applicant's first day of work, 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.
Position details
Req ID: 190909BR
Department: Customer Service
Travel Required: No
