Analyst, Resource Planning SocialApply now
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.
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
•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
•Proficiency with eWFM scheduling software preferred
•Experience with Access preferred
•Experience in multi-site call center management desired
•Strong negotiation skills
Check your commute.
Other Available locations.
Anywhere - US
Paid R & R
Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.
We fully foot the tuition bill at five online universities (FT only), and provide tuition assistance to other schools for FT and PT employees.
Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry. We also hook you up with discount programs for everyday stuff.
Help with the fam
Families rock. But child care, adoption, and surrogacy are big decisions. We offer financial and wellness support to help reduce those burdens and navigate the details.
Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab TMUS stock at a discount.
"Best Company I’ve Ever Worked For”
Former Customer Service Representative in Salem, OR
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!
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!
Current Customer Service Representative in Meridian, ID
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.
You have to enjoy the call center work.
Equal Employment Opportunity
We Take Equal Opportunity Seriously - By Choice. 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, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.