Workforce Development Specialist

Competency-Based Apprenticeship
Sponsoring Company:
T-Mobile Corporation
O*Net Code
13-1151.00
Rapids Code
2042CB
Req. Hours
0
State
DC
Created
Apr 04, 2021
Updated
Apr 04, 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
Introduction to Metrics
# | 32 hrs
Introduction to Systems & Tools, resources
# | 32 hrs
Understanding Business Customer Segments
# | 32 hrs
Understanding the In-Store Experience
# | 32 hrs
The Account Hub
# | 32 hrs
Call Quality Basics
# | 32 hrs
Path to Resolution
# | 32 hrs
A Customer is Born
The overall customer experience journey
# | 2 hrs
Customer effort
# | 2 hrs
Journey to resolution
# | 2 hrs
Verification
Verification expectations
# | 17 hrs
Steps to verify the account correctly
# | 17 hrs
Time Management
Time Management: Planning and prioritizing your time
# | 16 hrs
Conflict Management
De-escalating situations/Escalation Handling
# | 18 hrs
Retention offers
# | 18 hrs
Saving Customers
# | 18 hrs
Difficult customer scenarios
# | 18 hrs
Conflict Management: creating constructive conversations in the workplace
# | 18 hrs
Facilitator Development Course
Identify learning styles in classroom and different delivery skills
# | 25 hrs
Model the skills required for the delivery approach, including the fluency learning process needed to successfully lead any new hire curriculum
# | 25 hrs
Guide and influence learners using relevant briefings and help them take ownership of the learning
# | 25 hrs
Technical Foundations for Facilitators
Foundational information for the technologies key to the trainer job function
# | 12 hrs
Facilitator role and responsibility
# | 12 hrs
Thrive training
# | 12 hrs
Learning Management System training
# | 12 hrs
Facilitation Series
Facilitation preparation
# | 12 hrs
Facilitation
# | 12 hrs
Coaching in the lab
# | 12 hrs
Facilitation to production transition support
# | 12 hrs
Facilitation success criteria
# | 12 hrs
Facilitation operations
# | 12 hrs
Instructors as Leaders
Management Essentials
# | 10 hrs
Handling Escalations
# | 10 hrs
Apprentice Lifecycle Management
# | 10 hrs
Classroom Management
# | 10 hrs
Effective Presentation Techniques
Basic Presentation Skills: Creating a Presentation
# | 80 hrs
Basic Presentation Delivery Skills
# | 80 hrs
Communication
Customer Service
# | 40 hrs
Personal Development
# | 40 hrs
Keys to Effective Communication
# | 40 hrs
Interpersonal Communication
# | 40 hrs