Senior Trainer, Care

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 Sr. Trainer is responsible for leading in-person onboarding and training programs at the Customer Experience Center for both new and existing employees. This role encompasses leading the entire new hire onboarding process. Sr. Trainers provide leadership and education to learners in various areas, such as customer service, resolution, sales techniques, product knowledge, company policies, system navigation, and T-Mobile's culture.

In addition to onboarding, Sr Trainers facilitate various Consumer Training Delivery classes, both virtually and in-person, based on interpersonal needs. They serve as ambassadors of Training Delivery, advocating continuous learning among new hires, recent hires, and the broader Consumer Group.

Sr. Trainers assume multiple roles, including classroom facilitator and supervisor, to ensure a perfect transition of new hires to the Customer Experience Center leadership teams.

IMPORTANT NOTE: This position will be located or Customer Experience/Loyalty Center. In-person facilitation requiring travel is currently :20%/month.

Job Responsibilities:

FACILITATION

• Facilitate virtual and in-person training sessions, including onboarding, continued education, and other business-related training programs, using various delivery methods such as instructor-led, co-facilitation, and virtual classes.
• Manage the training environment by leveraging technology, providing follow-up, and supporting onboarding activities for new hires when needed.
• Provide timely and accurate feedback to learners and address concerns to improve job performance and ensure effective learning outcomes.
• Prepare and master content for training sessions to ensure facilitation excellence and effective transfer of knowledge, including developing engaging materials, rehearsing delivery, and staying current with standard methodologies and industry trends.
  
  
  

RELATIONSHIPS & PARTNERSHIPS

• Build and sustain positive relationships with internal stakeholders, managers, and team members.
• Facilitate communication with key stakeholders and collaborate with various departments to gather feedback, address concerns, identify training needs, and align training initiatives with interpersonal strategies.
• Act with high degrees of customer/client confidentiality.
• Develop cross-functional relationships and use available tools to provide feedback and make recommendations aimed at continuously improving training processes and materials.
  
  
  

PROJECT MANAGEMENT

• Plan, execute, and manage multiple training projects, including the development of timelines and completion of training tasks to ensure readiness for sessions.
• Establish tools and processes for tracking and reporting on program health and progress towards goals, such as LMS completion reports.
• Gather vital information to build and deliver relevant materials and tasks, while continuously assessing and refining training program management processes to enhance efficiency and effectiveness based on best practices and lessons learned.
• Act as a brand ambassador by embodying and promoting T-Mobile's values in all sessions and interactions.
  
  
  

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree Organizational behavior, business (Preferred)
• Less than 2 years Experience leading training initiatives or programs, including the ability to handle challenging situations and provide guidance to participants. Preferred
• 2-4 years Leadership Experience Required
  
  
  

Knowledge, Skills and Abilities:

• Presentations Ability to facilitate effective and engaging presentations using a variety of delivery modalities. (Required)
• Communication Ability to reflect and clearly convey information and deliver information in an engaging and compelling manner. (Required)
• Interpersonal Skills Build rapport with trainees and key partners, establishing a positive learning environment and managing group dynamics. (Required)
• Organization Ability to manage time well, build structured training, and keep track of training materials and resources. (Required)
• Bilingual (Spanish) (strongly preferred)
  
  
  

Licenses and Certifications:

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

T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

• Travel: Travel Required (Yes/No):Yes
  
  
  

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Base Pay Range: $56,100 - $101,200

Corporate Bonus Target: 10%

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, copy and paste this link into your browser: https://paylookup.t-mobile.com/paylookup?reqID=REQ312068

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 [email protected] 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.