Leadership Development Manager - Full-time / Part-time

As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'œTMUS'ÂÂ�) 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 53 million wireless subscribers and provides products and services through 70,000 points of distribution.

This Position Can Be Seated At the Bellevue Campus (FSC) or One Of the Following Call Centers:

• Bellingham, WA
• Mission, TX
• Salem, OR
• Springfield, MO

The Frontline Leadership Development Manager/Consultant is responsible for developing Customer Service / Call Center: People Managers, Sr. Representatives, Trainers, Training Assistants, Support Team Leaders, and Professional Individual Contributors. Position Duties and Responsibilities

• Manages the customer service leadership development framework, initiative and Leadership University
• Assess and consult with Operations and Support Leaders (Directors, ADs and Team Managers) to create customized performance improvement plans.
• Design a strategic action plan and initiatives to support site and organizational goals; leads the implementation of a broad range of talent initiatives: such as high performing/high potentials programs.
• Manages and delivers programs by becoming grounded in materials, facilitating sessions (both in-person and virtually), discussions and action plans.
• Connects Call Center leaders to appropriate programs to meet personal goals and business objectives (Example: Skill Soft, LMS, etc.).
• Act as an unbiased mentor in setting goals and career development; observes coaching sessions to promote growth.
• Support and develop Success Coach.
• Acts as an advisor during planning and preparation of cascading enterprise messages / learning to the frontline.
• Act as a 'content reviewer'ÂÂ� for the Instructional Design team for all aspects of Customer Service Leadership Development.
• Assist with Training projects, as assigned.
• Strives to continually enhance professional knowledge, capabilities and skills in an effort to maximize job performance; keeps up to date with instructional technology and adapts quickly to change.
• Serves as role model for T-Mobile USA's values, principles and core competencies.

Success will be the result of this position's ability to:

• Meet and exceed all of the evaluative and diagnostic measurements
• Create a learning environment positioned to grow the skill set of learners that will transfer to the workplace
• Deliver training courses that meet the needs of our internal customers and yield outstanding results
• Analyze Design and Develop ongoing learning events to reinforce coaching skills and encourage career growth.
• Establish continuous communication with partners that builds trust, partnership, collaboration, and commitment to support business results
• Achieve and maintain a significant level of knowledge of coaching and development, processes, methods, procedures, and initial continuing education training content

Minimum Requirements

• 5+ years of Program Delivery / Facilitation skills '' experienced in the delivery of Leadership Training and skill building workshops
• 3+ years of Call Center Operations Management experience
• Strong consulting and coaching background
• Thorough understanding of Adult Learning Principles
• Talent for conducting effective and engaging presentations in a variety of delivery formats
• Ability to work effectively both independently and with a team
• Proven ability to work in a fast-paced, self-directed environment with a sense of urgency
• Background in Instructional Design methodology
• Strong communication, interpersonal and cross-functional team skills
• Must be able to Travel up to 75% of the time (Domestic Travel)

Preferred Qualifications

• Working knowledge of MS-Office Applications (Word, Excel, PowerPoint, and Outlook)
• Understanding of wireless industry
• Certifications a plus: Myer Briggs Type Indicator (MBTI), International Coaching Federation (ICF), etc.

*LI-CS-PS1