Forecasting Analyst, 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.comThe Customer Service organization is looking for an energetic, self-directed, detail oriented candidate for the position of Analyst, Resource Planning. This person will provide analytical modeling, and forecasting support within an award-winning organization for multiple call centers, as well as Service Partners. This person will be accountable for analysis around call volumes, handle times, and providing business recommendations. The ideal candidate should possess a strong analytical background and demonstrated ability to innovate and strategically problem solve.

  • 2+ years project management experience
  • MBA or relevant Graduate degree
  • Advanced Excel and Access skills
  • Structural understanding of Aspect eWorkforce Management and related Aspect systems
  • SQL/ ORACLE / Relational Database experience
  • Business Objects knowledge
  • Experience with the development of mathematical models
  • Some knowledge of statistics is preferred, but not essential

Enterprise Core Competencies

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

Essential Duties and Responsibilities

  • Maintain complex spreadsheet models
  • Work with other analysts to develop long range forecast and staffing recommendations
  • Track and trend call center metrics such as forecast variance and CRT trends
  • Partner with support teams to determine impacts to product
  • Create the best-recommended plan for the Direct to Customer organization balancing the needs of Customers, Owners and Employees
  • Manage daily, weekly, and monthly reporting of key metrics


  • Ability to partner with and influence others
  • Must possess the ability to learn by assimilating and applying in timely manner new job-related information that may vary in complexity
  • Structured problem-solving
  • Demonstrates ability to manage multiple priorities simultaneously and meet tight deadlines
  • Demonstrates analytical and logical thinking
  • Active listening skills
  • Information gathering & analysis
  • Problem & root cause analysis
  • Develops knowledge of the assigned functional area
  • Experience presenting to leaders
  • Ability to receive feedback in a constructive manner
  • Technical and analytical skills with the ability to think creatively and develop new solutions
  • Challenges the status quo
  • Strong commitment to remarkable customer service
  • Dedicated and motivated worker

Required Qualifications

  • Associates' Degree or equivalent experience
  • 2+ years prior workforce management experience or 3+ years in an analytical role
  • Proficiency in Microsoft Office with an emphasis on Excel
  • LI-CS-JF1We 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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