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Workforce Development Specialist

Published
Competency-Based Apprenticeship
Sponsoring Company:
T-Mobile Corporation
O*Net Code
13-1151.00
Rapids Code
2042CB
Req. Hours
0
State
DC
Created
Jun 02, 2021
Updated
Jun 02, 2021

Competency-Based Skills

21 skill sets | 21 total skills
Conduct new hire and continuing education curriculum to front line employees.
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.
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.
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.
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.
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.
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.
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.
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.
Establish and maintain reciprocal relationships across local teams.
Coach and develop others for the long term.
Delegate and hold others accountable for results.
Create impact through personal confidence, expertise and influence.

Technical Instruction

Foundational Skills - 32 req. hrs
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 req. hrs
The overall customer experience journey
Customer effort
Journey to resolution
Verification - 17 req. hrs
Verification expectations
Steps to verify the account correctly
Time Management - 16 req. hrs
Time Management: Planning and prioritizing your time
Conflict Management - 18 req. hrs
De-escalating situations/Escalation Handling
Retention offers
Saving Customers
Difficult customer scenarios
Conflict Management: creating constructive conversations in the workplace
Facilitator Development Course - 25 req. hrs
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 req. hrs
Foundational information for the technologies key to the trainer job function
Facilitator role and responsibility
Thrive training
Learning Management System training
Facilitation Series - 12 req. hrs
Facilitation preparation
Facilitation
Coaching in the lab
Facilitation to production transition support
Facilitation success criteria
Facilitation operations
Instructors as Leaders - 10 req. hrs
Management Essentials
Handling Escalations
Apprentice Lifecycle Management
Classroom Management
Effective Presentation Techniques - 80 req. hrs
Basic Presentation Skills: Creating a Presentation
Basic Presentation Delivery Skills
Communication - 40 req. hrs
Customer Service
Personal Development
Keys to Effective Communication
Interpersonal Communication

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