Customer Service

Analyst, Resource Planning

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The Resource Planning Analyst is proficient in real time call center operations, call center metrics, scheduling, working with support teams, effective communication through different mediums, and functions as a team member of the Resource Planning department. Analysts are responsible for ensuring that our customers are answered in a timely manner by coordinating call center resources and engaging strategies to ensure success. The RP Analyst will possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy. The NRP BOC Team works in an exciting fast paced environment where flexibility and adaptation are the keys to success on this highly visible team.

What you'll do in your role.

  • Proactively utilize data to identify trends and implement strategies that will help the business meet its goals
  • Constant analysis of current schedules, comparing them to staffing requirements to ensure we are staffed properly in a 24x7 environment
  • Real-time queue management to ensure customers are answered quickly and to ensure maximum occupancy
  • Provide clear concise statistical reporting
  • Engage and work with support teams for troubleshooting Customer or Agent impacting issues and effective communication around impacts and expectations
  • Executive level communications when necessary
  • Possess an innate curiosity and a strong desire to solve problems

The experience you'll bring.

Really catch our eye with:
  • Experience with SQL, HTML, XML, Visual Basic Programming Highly Desired
  • Alteryx, Power BI, or Tableau experience a plus
  • Working knowledge of Cisco CUIC, or Avaya CMS
  • Proficiency with eWFM, Verint, or other Workforce Scheduling software
  • Knowledge of Six Sigma and Lean methodologies and process philosophies
  • Experience in multi-site call center management desired
  • Previous call center experience in workforce planning and management preferred

Our top performers share the following traits:
  • Comfortable working across departments and teams to identify and implement process improvements and enhancements
  • Ability to plan for contingencies and anticipate potential challenges to minimize negative impacts and adapt to change in this dynamic role
  • Ability to provide and receive constructive and positive feedback from all stakeholders
  • Capable of managing multiple projects with minimal direction
  • Self-starter with high energy, creativity, and flexibility
  • Exhibit flexibility and willingness to take on new responsibilities and assignments as they are identified; assist with various ad hoc projects as needed
  • A passion for making sure our customers get the highest level of service possible
What you need to have:
  • Experience and understanding of call center dynamics, including staffing, queues, and performance measurements
  • Demonstrated analytical ability with data shared across multiple groups
  • Effective communication methods through multiple media styles
  • Ability to work any scheduled assigned in a 24x7 environment, to possibly include extended periods of time alone
  • Strong Excel skills including (pivot tables, vlookup, creation of dashboards)
Position details

Req ID: 129326BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
12 days
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What's it like to work at T-Mobile? Find out.

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As America’s Un-carrier, T-Mobile USA, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com

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