Customer Service

Analyst, Resource Planning Social

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Monitor intra-day call traffic and real time staffing to ensure service level goals are met. Through the use of eWFM and ACD software, responsible to manage all real time impacts to call volumes and staffing levels and to create appropriate mitigation strategies. Also responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan, including real time shrinkage management, training completion, operational efficiency measures and delivering recommendations back to the business when/if gaps are identified. Responsible for analyzing trends, identifying root cause, generating reports and other communications to stakeholders related to service level trends, forecasts and correlations.

What you'll do in your role.

•Manage staffing to ensure desired occupancy and agent availability to support Enterprise and line of business service level objectives
•Ensure that call center resources are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees
•Approval and input of all pre-planned and real time scheduling exceptions
•Work under the direction of Resource Planning Manager and in concert with team/floor Coaches and other Resource Planning coordinators in achieving service level objectives
•Monitor RTA and CMS systems, communicate real time changes with sense of urgency
•Be aware of line of business goals, trends and past performance in order to determine when to partner with the Command Center and local operations to actively resolve real time issues. Implement mitigation plans at the appropriate time, in order to support both the associate and client experiences
•Perform reporting/analysis to identify gaps and improvement opportunities in scheduling
•Present options to the sites by collaborating and negotiating with all levels of management
•Support business processes/workflows to asses and support the quality of customer interactions in call centers
•Develops and implements operational reporting to measure performance and provide analysis. Communicates to operations proactively and drives improvement plans.
•Collection and analytics of data
•Support strategies, tactics, and projects with quantitative data to gauge the effectiveness and progress of initiatives
•Deliver on ad-hoc requests

The experience you'll bring.

Enterprise Core Competencies:
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Required
•1 year resource planning experience
•Working knowledge of call center dynamics, including staffing, queues and performance
•Must be flexible, able and willing to work any hours/days 24/7
•High degree of reliability
•Working knowledge of Avaya CMS
•Strong analytical skills
•Proficient in MS Word, Excel, PowerPoint
•Proven working experience and strong ability to communicate with various levels of management
•Strong written and verbal communication skills
•Ability to maneuver in a fast paced and changing environment
•Excellent problem solving and decision making skills
•Excellent organizational skills, time management, multi-tasking ability and attention to detail
•Self-motivated and must demonstrate confidence in a high profile position
•Ability to work independently or with a team to manage real time activities
Desired
•Proficiency with eWFM scheduling software preferred
•Experience with Access preferred
•Experience in multi-site call center management desired
•Strong negotiation skills

Position details

Req ID: 127403BR

Department: Customer Service

Travel Required: Yes

Position(s) remaining: 1

Position posted for
4 days

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Other Available locations.

Anywhere - US

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What's it like to work at T-Mobile? Find out.

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Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

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Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

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Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

EOE Statement