Consultant, Frontline Leadership Develop

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POST DATE 8/30/2016
END DATE 10/18/2016

DiversityWorking Richmond, VA

Richmond, VA
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Full Time
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As America's Un-carrier, T-Mobile US, Inc. (NYSE:
TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.DescriptionThe CS Leadership Development Manager position is responsible for developing Customer Service / Call Center people managers, Sr. Representative, Trainer, Training Assistants, Support Team Leaders, and Professional Individual ContributorsEnterprise Core CompetenciesRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.QualificationsMinimum Required5+ years of program delivery/facilitation skills experienced in the delivery of leadership and skill building workshops3+ years of Call Center Operations Management experience Strong consulting and coaching background Thorough understanding of Adult Learning PrinciplesTalent for conducting effective and engaging presentations in a variety of delivery formatsAbility to work effectively both independently and with a teamProven ability to work in a fast-paced, self-directed environment with a sense of urgencyBackground in Instructional Design methodology Strong communication, interpersonal and cross-functional team skillsDesiredWorking knowledge of MS Office Applications (Word, Excel, PowerPoint, and Outlook)Understanding of wireless industry Certifications a plusMyer-Briggs Indicator (MBTI), International Coaching Federation (ICF), etc.Essential FunctionsConsult with Directors and Associate Directors to identify leadership development needs and performance gaps. Facilitate training effectively utilizing a variety of delivery mechanisms including traditional instructor-led, co-facilitation, and virtual classes.Build bench strength through high performing/high potentials programs for employees looking to promote to the next level.Use positive reinforcements and adult learning techniques to promote learning and skill improvement.Identify training opportunities through working knowledge of the job.Develop post training support and reinforcement tools to sustain behavioral change and drive improved performanceWe Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law. .