competency in skills and knowledge through assessment tests,
but are not required to complete a specific number of hours.
Workforce Development Specialist
T-Mobile Corporation
Work Process Content
On the Job Training
Conduct new hire and continuing education curriculum to front line employees.
1
- Conduct new hire and continuing education curriculum to front line employees.
Perform the role of a classroom facilitator, coach and supervisor.
1
- Perform the role of a classroom facilitator, coach and supervisor.
Educate and develop employees in customer service and sales, knowledge of products, features, services, policies and procedures, and multi-system navigation.
1
- Educate and develop employees in customer service and sales, knowledge of products, features, services, policies and procedures, and multi-system navigation.
Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
1
- Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.
1
- Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.
Monitor, evaluate, or record training activities or program effectiveness.
1
- Monitor, evaluate, or record training activities or program effectiveness.
Perform proficiently in Office suite software, Electronic mail software, Customer Relationship Management (CRM) software, Desktop publishing software.
1
- Perform proficiently in Office suite software, Electronic mail software, Customer Relationship Management (CRM) software, Desktop publishing software.
Utilize knowledge of principles and methods for teaching and instruction for individuals and groups, and the measurement of training effects.
1
- Utilize knowledge of principles and methods for teaching and instruction for individuals and groups, and the measurement of training effects.
Utilize knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
1
- Utilize knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Identify and demonstrate understanding of why individuals react as they do.
1
- Identify and demonstrate understanding of why individuals react as they do.
Communicate information and ideas in speaking so others will understand. Listen to and understand information and ideas presented through spoken words and sentences.
1
- Communicate information and ideas in speaking so others will understand. Listen to and understand information and ideas presented through spoken words and sentences.
Identify the educational needs of others, develop formal educational or training programs or classes, and teach or instruct others.
1
- Identify the educational needs of others, develop formal educational or training programs or classes, and teach or instruct others.
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
1
- Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Update technical knowledge on T-Mobile plan and device offerings and apply new knowledge to your job.
1
- Update technical knowledge on T-Mobile plan and device offerings and apply new knowledge to your job.
Interpret the meaning of information for others by translating or explaining what information means and how it can be used. Answer questions, educate to call handling guidelines and role model behaviors.
1
- Interpret the meaning of information for others by translating or explaining what information means and how it can be used. Answer questions, educate to call handling guidelines and role model behaviors.
Read and understand information and ideas presented in writing. Communicate information and ideas in writing so others will understand.
1
- Read and understand information and ideas presented in writing. Communicate information and ideas in writing so others will understand.
Apply general rules to specific problems to produce answers that make sense.
1
- Apply general rules to specific problems to produce answers that make sense.
Establish and maintain reciprocal relationships across local teams.
1
- Establish and maintain reciprocal relationships across local teams.
Coach and develop others for the long term.
1
- Coach and develop others for the long term.
Delegate and hold others accountable for results.
1
- Delegate and hold others accountable for results.
Create impact through personal confidence, expertise and influence.
1
- Create impact through personal confidence, expertise and influence.
Related Instruction Content
Training Provider(s):
Onboarding and Continuous Development
10
• Getting to know your coach & Manager • Getting to know Mentor • Getting to Know Transition Expectations • Be the Force • Understanding the Branding • Getting to know your Market • Diversity & Inclusion • Training Experience Activities • Initial New Hire paperwork • HR Courses • Flex Time (instructor topic review)
Foundational Skills
32
• Introduction to Metrics • Introduction to Systems & Tools, resources • Understanding Business Customer Segments • Understanding the In-Store Experience • The Account Hub • Call Quality Basics • Path to Resolution
A Customer is Born
2
• The overall customer experience journey • Customer effort • Journey to resolution
Verification
17
• Verification expectations • Steps to verify the account correctly
Time Management
16
Time Management: Planning and prioritizing your time
Conflict Management
18
• De-escalating situations/Escalation Handling • Retention offers • Saving Customers • Difficult customer scenarios • Conflict Management: creating constructive conversations in the workplace
Facilitator Development Course
25
• Identify learning styles in classroom and different delivery skills • Model the skills required for the delivery approach, including the fluency learning process needed to successfully lead any new hire curriculum • Guide and influence learners using relevant briefings and help them take ownership of the learning
Technical Foundations for Facilitators
12
• Foundational information for the technologies key to the trainer job function • Facilitator role and responsibility • Thrive training • Learning Management System training
Facilitation Series
12
• Facilitation preparation • Facilitation • Coaching in the lab • Facilitation to production transition support • Facilitation success criteria • Facilitation operations
Instructors as Leaders
10
• Management Essentials • Handling Escalations • Apprentice Lifecycle Management • Classroom Management
Effective Presentation Techniques
80
• Basic Presentation Skills: Creating a Presentation • Basic Presentation Delivery Skills
Communication
40
• Customer Service • Personal Development • Keys to Effective Communication • Interpersonal Communication
Team Building
80
• Building Effective Teams • Building Trust and Commitment • Effective Team Communication • Dealing with Conflict