Q3 Plans and

Focus
FOCUS OVERVIEW
Coaching for Trainer
Success – Development
SMART-ER Action towards New Hire
Planning Performance and
Retention

FLD TRAINING

Device Upgrades &

Promotions 5G Like a
(Collect. Save. B.O.S.S.
Grow.)

MESSAGING TECH
LEADERSHIP DEVELOPMENT
OVERVIEW
TARGET SITE OPPORTUNITY PRIORITY
ALIGNMENT
Coaching Skills Development – focusing on ✓ Collect.
SMART-ER Action Planning Grow. Save
✓ Coaching for
success
LEADERSHIP DEVELOPMENT
TARGET OPPORTUNITY for Q3
Coaching Skills Development – focusing on SMART-ER
Action Planning

OBJECTIVE
Ensure all action plans
relayed to and agreed on by
experts follow an executable
model (SMART-ER) that will
positively impact
performance
LEADERSHIP DEVELOPMENT
KEY ACTIONS
✓ Conduct SMART-ER action plans refresher to the
Coaches and the Managers
✓ Follow through via Coaching Observation and
Coaching Documentation inspection.
✓ Evaluate impact through biweekly coach business
reviews and operations goals
SUCCESS MEASURE
80% of all documented coaching sessions should hit
all areas of SMART-ER in question #9 of the coaching
documentation form by mid Q3 (July EOM).
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 1
Action Items Details Owners Timelin
es
Release communication materials to ✓ FB page announcement FLD ✓ May 18
communicate targets, key actions and ✓ Email communication
expectations ✓ Cluster meetings
Organize and facilitate SMARTER ✓ Sessions should last for only a FLD ✓ Session
Action Plans refresher sessions maximum of an hour schedule
✓ Target audience: Managers and release –
Coaches across all LOBs WO0517
✓ IMPORTANT: CFU after the ✓ Sessions to
session will serve as calibration be completed
with the Managers (real to 100% by
samples to be lifted from EOW –
current data gathered through WO0531
MSTeams) ✓ Twice a week
Ensure enrollment of all managers and ✓ Session schedules will be SOMs and reporting on
coaches to the scheduled sessions coordinated by FLD Managers completion
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 2
Action Items Details Owners Timelines
Conduct TRIAD Coaching Observations are to check for the Managers ✓ TRIAD
Observations following: Observations
✓ Quality of the coaching are to be
conversation done weekly
✓ Communication of SMARTER action as is expected
plan to expert from
managers
Observations will be documented right now
through the TRIAD observation form:
https://forms.office.com/Pages/Respo
nsePage.aspx?id=C5gPvpndGUu9e7xxo Non-negotiable:
JsCbL3zk7nVyFxCqEMU2Q_Tns5UQTJC 1 Triad
NlNJMEdTRFVPTllZUjhMVUlQNVFJOC4 observation per
u coach per week
✓ Feedback on SMARTER plans to be
provided after each TRIAD session
to aid in improved SMARTER action
plan statements on their
documentations of their coaching
sessions.
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 3
Action Items Details Owners Timelines
Document each coaching session for ✓ All coaching sessions are to be Coaches ✓ Coaching
tracking, data gathering and insight documented on the Coaching documentation
generating purposes Documentation Form: process will NOT
✓ https://forms.office.com/Pages/ change
ResponsePage.aspx?id=C5gPvp
ndGUu9e7xxoJsCbL3zk7nVyFxC Non-negotiable:
qEMU2Q_Tns5UME9MMzlJVk8 1 documented
4NFlYTUM0VElJQkFIVlVRVy4u coaching sessions
per expert per week
✓ Answers to question #9 should
outline the SMARTER plan
communicated to the expert.
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 4
Action Items Details Owners Timelin
es
Partner with other departments to Partnership with these departments to FLDM WO0531 –
help generate more targeted check if coaching action plans are Report must
insights geared towards site performance include insights
goals: partnership
✓ RAs and BSMs – E.g. Are our action insights
plans supporting our Collect. Save.
Grow targets?
✓ Quality – E.g. What are we hearing
from the calls? Do they match the
ops targets?
Targeted triad and quad coaching Based on recommendations from FLDM Targeted triads
observations managers during touch base sessions, and quads to
identified coaches that may need help or begin on the
may provide great practices based on WO0607
how their action plans worked in
reaching goals will be observed (possibly
recorded for best practice sharing).
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 5
Action Items Details Owners Timelines
Generate reports and ✓ Data gathered from both forms will help measure FLDM Reports are to be
insights the success of the plan (i.e. 80% of all generated weekly.
documented coaching sessions should hit all
areas of SMART-ER in question #9 of the coaching
documentation form by end of Q3.

✓ Insights must show impact to target metric on a

weekly basis

✓ Insights on Collect. Save. Grow also to be shared

as part of the insights.
Schedule coach business ✓ Biweekly business reviews with coaches to check FLDM and First business
reviews how they talk through their action plans for their Managers review to happen
experts and how these have contributed to on the WO0607
performance improvement
Recognize leaders who Qualifiers: FLDM Weekly
reach targets – EPICentris ✓ At least 80% coaching documentation shows
Leader of the Week SMARTER plans
✓ Performance for target metric shows
improvement
MILESTONES
40%
SMARTER
30% 50%
SMARTER SMARTER
20% 60%
SMARTER SMARTER
Refreshe 70%
r SMARTER

Kick Rollouts
off 80%

Ma
June
Jul
y y
W1 W2 W3 W4 W1 W2 W3 W4 W1 W2 W3 W4
 Q&A

UP NEXT: Training SMARTER Plans for

TRAINER DEVELOPMENT
TRAINER DEVELOPMENT
OVERVIEW
TARGET SITE OPPORTUNITY PRIORITY
ALIGNMENT
Trainers/facilitators competency and confidence Trainer
in using the THRIVE modules effectively by Development
maximizing the benefits of self-directed learning towards New Hire
experience for our new hires. Performance and
Retention
BACKGROUND
Thrive training for Centris piloted in January in the middle of the ramp
thus most trainers were in classes and were unable to complete the
Thrive Unlock modules.
TRAINER DEVELOPMENT
TARGET OPPORTUNITY for Q3
Trainers discipline in using the THRIVE modules effectively by
maximizing the benefits of self-directed learning experience for
our New hires.
OBJECTIVE
Improve new hire learning
experience and performance by
ensuring that the trainers are
exhibiting balance on facilitation
and self-directed learning with
the use of THRIVE
TRAINER DEVELOPMENT
KEY ACTIONS
✓ Trainer Preparation by Unlocking Thrive
✓ Trainer Demo Observations and Calibration

SUCCESS MEASURES
✓ 100% Trainer observation compliance
✓ 85% “Effective” Trainer Overall score in Balance in
Facilitation and Self-directed Learning by EOM July
✓ Improved new hire performance and retention
TRAINER DEVELOPMENT
KEY ACTION DETAILS | Addressing Trainer Competencies
Action Items Details Owners Timelines
Plan out Training Preparation ✓ Create Preparation agenda and goals Training Leaders 5/1
Agenda and Goals
WAH Pull outs and PC ✓ Pull out WAH Trainers and deploy PCs Training Manager 5/4
deployment to Trainers and Wifi Internet to Trainers
Facilitate daily onboarding ✓ Session schedules will be coordinated Training 5/4 - 5/22
refreshers by Training Sups Supervisors
Training Demonstrations and ✓ Trainers to facilitate a demo using Training 5/11 – 5/22
calibrations THRIVE and observed by the Training Supervisors
Supervisors and LDPM
Thrive Unlock ✓ Trainers to complete unlocking Thrive Trainers 5/4 – 5/22
modules
✓ Training progress is being sent daily
(average completion for Thrive unlock
TRAINER DEVELOPMENT
KEY ACTION DETAILS | Ensuring We’re Looking for the Right Things
Action Items Details Owners Timelines
Partnership with LDPM ✓ Facilitate calibration sessions between Sandy ✓ Monthly
training sups and the partners beginning
June
Continuing education for ✓ Facilitate coaching calibration sessions Training Manager ✓ Monthly
Training Leads specific to Thrive facilitation beginning
June
Trainer Observation & ✓ Observations to be done 1 observation Training Manager ✓ Weekly –
Coaching per week pe trainer and Training June
✓ Conduct coaching based on Supervisors
observations
✓ Triad coaching for consistency of
feedback and delivery in order to get to
the 85% “Effective” Trainer Overall
score in Balance in Facilitation and Self-
Directed Learning by EOM July
TRAINER DEVELOPMENT
KEY ACTION DETAILS | Reporting, Evaluating and Recognizing

Action Items Details Owners Timelines

Insights and Reporting ✓ Show correlation between Training Manager ✓ Checkpoints:
improvement on target training Weekly one-
competencies and NH performance pagers to be
sent out to
show
progress
Rewards and Recognition ✓ Recognize facilitation performance Training Leaders ✓ Monthly
improvement and improvement in class
performance
 Q&A

UP NEXT: Messaging SMARTER Plans

for Device Upgrades/Promotions
(Collect. Save. Grow.)
Messaging SMARTER Plan
OVERVIEW
TARGET SITE OPPORTUNITY PRIORITY
ALIGNMENT
We want our messaging experts to be able to provide ✓ Collect. Grow.
tailored recommendations on device upgrades and Save
promotions by maximizing resources such as C2 and job ✓ Long-term
aides. This will help our customers manage and enhance Resolution
their home lifestyle, and us to collect, save and grow as a
business.
Messaging Actions and Success Measurement
KEY ACTIONS
✓ Conduct Device upgrades/promotions refresher to the
Coaches and the Managers
✓ Follow through via daily Side by Sides
✓ Evaluate impact through SBS “fix it” attributes results and
increase in NPS related to Device upgrades/promotions

SUCCESS MEASURE
✓ 90% SBS adaption rate on “fix it” attributes
✓ 90% of experts should be able to discuss promotions specific
to reason for chatting, MS Forms Q9.
✓ Positive verbatim from customers on NPS results
KEY ACTION DETAILS Part 1
Action Items Details Owners Timelines
Release communication ✓ Email communication SOM/RA ✓ May 03
materials to communicate ✓ Managers/CRE onboarding to present data and
targets, key actions and relate to “Collect, Save and Grow Strategy”
expectations
Facilitate re-dip huddle ✓ Sessions should last for only a maximum of an SOM/RA/Manager ✓ May 16
sessions related to Device hour s/CRE
upgrades and promotions ✓ Target audience: Managers/CREs (1st phase)
Coaches/Experts (2nd phase)
✓ Provide trends for chat driver, its impact to
customer satisfaction and long term resolution
✓ Why ✓ Discuss expected results and how are we going to
✓ What execute
✓ How

Materials to be Used: ✓ Trends in Messaging Driver Tool SOM/RA

Incorporate ✓ TWIO- sent by Leo
Collect, Save, Grow ✓ GROW discussion job aids
On discussions ✓ Sample scripts that would demonstrate expertise
in promotion
✓ C2 walkthrough
 KEY ACTION DETAILS Part 2
Action Items Details Owners Timelines
SBS form onboarding Microsoft forms questions and details will be SOM/RA May 16
discussed to managers and coaches
Conduct Side by Side Observations are to check for the following: Managers/Coaches ✓ Same SBS observations
Observations specific to ✓ Adaption rate of “fix it” attributes- will will be conducted by
upgrade device and demonstrate experts provide complete and Coaches to have 10 managers for
promotions accurate information based on specific SBS per day calibration every Mon,
promotions Wed, Fri (one assigned
✓ What specific area of opportunities per team: Managers to extract manager to facilitate
-trade in (JOD) data on a daily basis to every week)
-promo inquiry get adaption rate will
-straight upgrade be discussed on -this is to ensure coaches
community or team has the right skill and
pre-shift huddles everyone is calibrated in
Observations will be documented through the SBS scoring based on required
form: skills.
https://forms.office.com/Pages/ResponsePage.aspx
?id=C5gPvpndGUu9e7xxoJsCbIG6h-
XBDGBEvQEm0Oxp-
_ZUMTJZM0g0S1cwRlBUUk85WjUwOFhMQkFKQy4
u
 KEY ACTION DETAILS Part 3
Action Items Details Owners Timelines

Data Evaluation and ✓ Bihourly adaption rate reporting – shout out to Coaches/Manage ✓ Weekly,
Recognition experts who got a “resolve” chat and a “happy” rs Week of
customer. (can give away chocolates) May 24
✓ Catch good behaviors- coaches will submit entry
of good transcripts from M-Thur/ will pick best
transcript to be calibrated again on Friday (free
lunch/gcash award)
✓ Previous day SBS discussion, highlight success
and opportunities, celebrate wins with the team
✓ Identify performers and most help needed
experts in terms SBS results. 3 SBS per rep per
week, should get 2 of 3 yes in “fix it” attributes.
✓ Triad coaching sessions for identified outlier
experts.
✓ Daily recognition in Slack channel if we have
positive verbatims from customer
✓ Weekly recognition for Top team and expert
recognizing overall performance impacts-
Famous Fridays!
KEY ACTION DETAILS Part 4
Action Items Details Owners Timelines
Partner with Quality team Partner with Shawn and quality Shawn, quality May 17
team for daily insights. team, SOM
✓ Sends audits related to device
upgrades and promotions
✓ Weekly calibration with leaders
every Monday

Partner with BSM/CSM/RA/schedulers ✓ For Additional audits/insights SOM/leaders NA

✓ To make sure there’s plotted
coaching/meetings on a weekly
basis/materials to use
Partner with FLD To make sure coaching sessions are SOM/OM/Syd NA
happening on weekly basis. SBS
trends and results will be part of
the discussion.
Partner with JE, Janean, Seth For additional recommendation SOM/OM/Syd NA
based on trends and results
KEY ACTION DETAILS Part 5
KPI- May 3 May 10 May 17 MTD
Upgrades/Promotions
“Fix it” Adaption rate 85% 90%
NPS ✓ 60.50 ✓ 73.91
UP ✓ 8.35 ✓ 9.35
FCR ✓ 68.59

Overall KPI May 3 May 10 May 17 May 24 MTD

NPS ✓ 63.51 ✓ 66.04 68 70 70

UP ✓ 8.81 ✓ 8.89 8.95 9 9.10
FCR ✓ 64.56% 70%
 Q&A

UP NEXT: Tech SMARTER Plans

 TECH TARGET
OVERVIEW
TARGET SITE OPPORTUNITY PRIORITY
ALIGNMENT
Tech Heroes educating the customer on how 5G is ✓ 5G LIKE A BOSS
supposed to work in their area by providing complete - CARE project
advisements on their Network to prevent them from - Collect Save Grow
calling back in the future and bring them closer to T-
Mobile

BACKGROUND
Network issues continues to be our top driver for tech as it’s 30% of
our call volume
TECH
TARGET OPPORTUNITY for Q3
Tech Heroes educating the customer on how 5G is supposed to
work in their area by providing complete advisements on their
Network
OBJECTIVE
Improve customer
experience and bring
customer closer to T-Mobile
by resolving inquiries
related to Network issues
Road to 80 NPS
 Tech Actions and Success Measurement
KEY ACTIONS
✓ Conduct 5G LIKE A BOSS refresher to the Leaders and
Experts
✓ Good call listening samples played daily
✓ Follow through on daily Side by Sides
✓ Evaluate impact through SBS “Advisements” attributes
results and increase in NPS related to Network issues
SUCCESS MEASURE
✓ 90% SBS success rate on “advisement” attributes (1 SBS per expert per
day)
✓ WOW reduction of Network-related detractors by 5%
✓ 100% knowledge check for Leaders and experts on 5G desk drop (2 Team
Meetings weekly dedicated to role play)
TECH SMARTER PLAN
KEY ACTION DETAILS Part 1

Action Items Details Owners Timeline

s
Communicate targets, key actions ✓ Community Huddles SOM and OMs ✓ May 18
and expectations ✓ Site Huddle
✓ Slack, Email Communication
Communicate content through ✓ Immersion session for SOM and OMs ✓ May 18
immersion session maximum of 1 hour
5G LIKE A BOSS ✓ Target audience: Managers
- CARE PROJECT and Coaches
✓ CFU after the session will
serve as calibration with the
Managers and leaders
TECH SMARTER PLAN
KEY ACTION DETAILS Part 2
Action Items Details Owners Timelines
SAVE customer ✓ Microsoft Teams will be the primary Managers, May 18-22,
experience when our venue of the huddle for WAH and Coaches 2020
Team huddle for onsite
leaders reinforce key
✓ CFU after the session will serve as
behaviors that will calibration between leaders and
resolve network related experts
issues and will make the Observation to check for the Managers May 18-31,
customer happier following: 2020
through: ✓ Quality of the Role Play
✓ Communication of 5G like a boss
Team huddle – 5G Tips action plan to experts
and Tricks
Role Play 3x a week to Feedback provided by Manager,
Observation of 1 Role Play session
Model the Behavior and
each week
Time for Practice
LEADERSHIP DEVELOPMENT
KEY ACTION DETAILS Part 3

Action Items Details Owners Timelines

Conduct TRIAD Coaching Observations are to check for the Managers ✓ TRIAD
Observations following: Observations
✓ Quality of the coaching are to be done
weekly as is
conversation
expected from
✓ Communication of 5G like a boss managers right
action plan to expert now

Observations will be documented

through the TRIAD observation form: Non-negotiable:
1 Triad observation
✓ Feedback provided after each per coach per week
TRIAD session to check
conversations about the action plan
TECH SMARTER PLAN
KEY ACTION DETAILS Part 4
Action Items Details Owners Timelines
COLLECT OBSERVATIONS: Measure Success of providing ✓ May 18-31,
Measure success of the key behaviors advisements on 5G applicable calls Coaches 2020
that will resolve network related through CRE
issues and will make the customer ✓ Scoring the SBS form Managers
happier by doing Coach Side by Sides ✓ Coach SBS success rate goal
Week 1 – 50% Week 2 – 66%
Week 3 – 75% Week 4 – 90%
✓ CRE Promoter Analysis for 5G
Calls
✓ Daily Coach and senior expert
updates in slack channel
providing BAN details and
contact IDs for call listening
session
✓ Manager to audit daily SBS per
coach – 1 per expert per day
✓ SOM to audit site SBS per
community
TECH SMARTER PLAN
KEY ACTION DETAILS Part 5
Action Items Details Owners Timelines
GROW customer loyalty by Call listening observation to check for the Managers, May 18-31, 2020
recognizing and reinforcing positive following: Coaches
behaviors when our experts educate ✓ Did coach play model call for Network CRE
the customers to prevent future related issue
callbacks through: ✓ Communication of 5G like a boss action
plan to expert
Good call listening 3x a week – Calls Observation will be provided, documented
that displayed action plan. Call by Manager
selection done Coach or CRE as ✓ Manager to observe 1 call listening per
validated by manager coach per week

Recognition of good behaviors daily, ✓ Recognize the experts successes

weekly and end of month through
1. Real time recognition in slack for all experts
that we heard providing 5G like a BOSS
advisements
2. Thank you notes to top coaches and experts
with biggest improvement in SBS success rate
and also improvement in NPS, UP and FCR
performance.
3. Goodies will be given to experts, coaches and
other leaders each month the site hit the
NPS targets.
KEY ACTION DETAILS Part 6
Action Items Details Owners Timeline
s
Partner with AJ and Quality Partner with AJ and Quality Team for Daisy, Quality Weekly
Team Weekly insights. Team and AJ Starting week of
✓ Detractor analysis related to Network May 17
✓ Meet weekly to discuss call analysis
Partner with FLD Review of coaching Sessions Daisy, FLD and Weekly
of Triad Sessions Yelle Starting week of
Discuss success, opportunities and next May 17
steps
Partner with CSM and Seth Side by Side Analysis for the Site Daisy, JR and Weekly
Insights from Nexidia Seth Starting week of
Review of Collated insights from CREs May 17

Partner with Jasper, Mariel Align with Ops initiative to Newhires Daisy, Jasper, Weekly
and Sandy around 5G/ Network calls handling I Mariel and Starting week of
Sandy May 17
Partner with JE, Avi Review Success/ opportunities Weekly Daisy, Avi and JE Weekly
Discuss insights shared by the CORE team Starting week of
Collaborate on Next steps May 17
May June July

W3

68
W4

70
W1

72
W2

74
W3

76
W4

78
W1

GOAL
ACHIEVED
80
NPS
NPS NPS NPS NPS NPS NPS
Q&A