Customer Service

Site Planner, Resource Planning

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Ensure that call center resources are utilized in such a fashion as to provide optimum service levels for customers while contributing to a favorable work environment for CSR's and staff. Perform trend analysis of local staffing needs. Create and maintain agents' schedules including planned meetings, appointments, training and other events as needed.

What you'll do in your role.

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

•Responsible for ensuring that call center resources are scheduled and utilized to provide optimum service levels in all skill groups. Includes new hire class scheduling to meet predetermined deadlines.
•Constant analysis of current schedules comparing them to current staffing requirements to ensure we are staffed properly in all skill groups. Analysis of scheduling data and making recommendations to management based on the findings.
•Coordinates with local leadership teams to schedule training, meetings, coaching, and local priorities to ensure all deadlines are met. New hire presentations on local Resource Planning policies and procedures. Prepare schedules for realignments and mini bids. Responsible for decisions on rep seating to maximize capacity.
•Provide clear and concise statistical reporting. Maintenance of data integrity in the all systems.
•Expert knowledge in the following systems: eWFM, RTA, CMS, Knowlagent, Samson and Scala.

The experience you'll bring.

•2-4 years’ experience
•Advanced analytical skills
Must be proficient in Excel, SQL and Visual Basics
•Experienced in schedule building and optimization
Position details

Req ID: 134475BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
6 days
# of candidates that have applied 69

Check your commute.

We'll take care of you.

Check out what we offer

Are you a good fit for our team?

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

"Best Company I’ve Ever Worked For”

5 stars 5 stars 5 stars 5 stars 5 stars

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!

“Wonderful Company”

5 stars 5 stars 5 stars 5 stars 5 stars

Current Customer Service Representative in Meridian, ID

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.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

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

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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