Fiber Training and Quality Manager

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!

The Fiber Training & Quality Manager is responsible for ensuring that employees deliver exceptional customer experiences by maintaining a feedback loop between training, escalations, and quality inspections. This role involves leading discussions and making decisions to enhance learning experiences and correlating performance results from leadership inspections. The position supports business goals through collaboration, data analysis, and training for both ongoing education and new employees. Additionally, creates analyses with defined scope and methodology, delivers trends and recommendations to support segment objectives, and develops resources, communications, and curriculum to implement initiatives.

This is a hybrid position required to be working in-office at least 3 days a week.

Responsibilities:

Quality & Performance Management

• Drive continuous improvement in the customer experience by consulting with program managers, scorecard analysts, external partners, and Sr. Leaders to enforce with the frontline. This is accomplished through analyzing and interpreting performance data and engagement.
• Communicate through facilitation in a classroom environment (virtual and/or physical).
• Ensure consistent and effective day-to-day management of resources to maximize efficiency and attain quality and company goals and objectives.
• Develops, trains, and evolves a consistent Fiber quality program that supports advancement of our experience initiatives and culture.
• Provide real-time quality observations and feedback for fiber calls
• Serve as a T-Mobile Fiber SME for training and quality programs, understanding T-Mobile culture and effective call-taking.

Quality & Performance Management

• Drive continuous improvement in the customer experience by consulting with contract program managers, scorecard analysts, external partners, and Sr. Leaders to enforce with the frontline. This is accomplished through analyzing and interpreting performance data and engagement.
• Communicate through facilitation in a classroom environment (virtual and/or physical).
• Ensure consistent and effective day-to-day management of resources to maximize efficiency and attain quality and company goals and objectives.
• Provide real-time quality observations and feedback for accessibility calls
• Serve as a T-Mobile Fiber SME for training and quality programs, understanding T-Mobile culture and effective call-taking.

Development

• Responsible for inspection and training with quality performance results in mind through virtual and in-person interactions with leaders and or frontline employees.
• Develop curriculum, content, communication for knowledge gaps across the Fiber Organization including Care, Retail, Sales, and field Business partner operations.
• Spearhead conversations and decisions on additional investments supporting learner performance. If necessary, adjust class trajectory to ensure enthusiastic training outcomes.
• Provide timely, accurate, and effective feedback to experts regarding job performance
• Complete classroom preparation including evaluating all equipment, ensuring permissions and logins are available and working, obtaining badge access, and ensuring materials (videos, workbooks, flipcharts, pens, pencils, etc.) are ready and available.
• Conduct project and program management for local training initiatives.
• Review reporting and provide insights and recommendations on initiatives and programs to improve performance and adoption.
• Helps develop an onsite classroom lab(s) to support scenario based training and ongoing education.

Cross-Functional Partnerships

• Collaborate with, and facilitate partnerships between, wholesale/JV partners, global care, internal leadership and Quality for best practice sharing to drive improvements.
• Support development and implementation of new departmental processes, programs, and tools.
• Contribute to the development of new reporting.
• Maintain, enhance, and provide results from existing reports in accordance with business needs.
• Actively develop and maintain working relationship and function as partner with key business owners
• Proactively identify opportunities to bridge gaps between current and desired state

Field Engagement

• Holds skip levels with care, retail, sales, and field operations to identify service gaps.
• Travels to observe field installations and maintenance calls to identify training improvements.
• Handles and listens to calls to identify service gaps and additional opportunities.

Also responsible for other Duties/Projects as assigned by business management as needed.

Skills needed to be successful in this job:

• Strong verbal and written communication skills. Proven ability to effectively communicate with and interact with all levels and organizations both internal and external to T-Mobile

• Strong organizational skills, detail oriented with an ability to multitask, prioritize, and meet deadlines in a fast-paced environment

• Proficiency in Excel, Outlook, PowerPoint, and Word

• Demonstrated ability in problem-solving and analysis: identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk. Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups

• Proven ability to interact with, protect, and not disclose confidential company or any customer information

• Ability to translate company strategies into organizational initiatives/activities

• Real-Time Communication Analysis: Exceptional active listening skills to monitor real-time conversations that could include difficult to understand interactions and provide feedback for coaching and developmental purposes

• Documentation must be accurate, clear and thorough to deliver actionable feedback on a live interactions that was observed

• Demonstrated track record building team and organizational strength through leadership, partnership, and a high level of integrity preferred

• Knowledge of Partner roles and structure preferred

• Builds effective relationships up, down, across, inside and outside of T-Mobile. Strong ability to influence others, regardless of role preferred

• Bilingual English/Spanish preferred

Qualifications:

• High School Diploma/GED required; Bachelor's degree preferred

• 2 years of training content creation and facilitation, and coaching experience

• 2 years of experience delivering presentations in a virtual setting

• Experience with vendor/partner relationships preferred

• At least 18 years of age

• Legally authorized to work in the United States

Base Pay Range: $62,400 - $112,600

Corporate Bonus Target: 15%

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, click here.

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 ApplicantAccommodation@t-mobile.com 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.