Coordinator, Resource Planning

As America's Un-carrier, T-Mobile US, 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 US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.comMonitor 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 awareness and drive sense of urgency. Perform real time adjustments to agents' schedules as needed.Minimum required

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

Education

High School Diploma/GEDRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Manage staffing to ensure desired occupancy and agent availability

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 Coach 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

Partner with the Command Center and local operations to actively resolve real time issues At least 18 years of age

Legally authorized to work in the United States

High School Diploma or GED

Pre-employment background screenWe 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, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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.


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