Analyst, Customer Exp Center Planning – Kingsburg CA Job in T-Mobile

T-Mobile, 333 Sierra St, Kingsburg, CA 93631, Openings : 1, Experience : Not Specified
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Job Description :
Ensure that call center resources are utilized to provide optimum service levels for customers globally while contributing to a world class work environment. Perform trend analysis of local and global staffing needs. Create and maintain agents schedules including planned meetings, training and other events as needed. Provide clear and concise statistical reporting for local and national priorities.
  • At least 18 years of age
  • Legally authorized to work in the United States
  • High School Diploma or GED
  • T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work. The CDC defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination and consider requests for exemption from this requirement during the offer phase as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others.
  • Bachelors Degree: Related Field
  • 3-5 Years’ Experience In Resource Planning And Workforce Management
  • Advanced Trending And Analysis Skills
  • Ability To Coordinate With And Lead Cross-Functional Teams
  • Strong Communications Skills At All Levels
  • Expert Knowledge In The Following Systems And Tools: Excel, eWFM, RTA, CMS, Samson and Scala
Ensure that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.
  • Coordinate with local leadership teams, including Site Directors, to schedule training, meetings, coaching, and local priorities to ensure all deadlines are met.
  • Plan and manage net staffing in partnership with RP Manager, including decisions on new hire classes, attrition forecasting, and rep seating to maximize capacity.

Coordinate with other Site Planning Analysts and LOB partners on a global scale.
  • Analyze current schedules, comparing them to current staffing requirements to ensure we are staffed properly in all skill groups.
  • Analyze scheduling data and make recommendations to management based on the findings.
  • Prepare schedules for global and local realignments and mini bids.
  • Host and participate on national calls, cross-functionally to discuss status, provide detailed analytical data on multiple metrics, make recommendations on staffing moves, and identify mitigation opportunities
  • Partner with forecasting and staffing, providing and gathering input, to ensure forecasts are accurate.

Provide clear and concise statistical reporting
  • Create, program, format, maintain, and produce reports both on ad hoc and routine basis, for individual, teams, work types, departments, and sites
  • Correlate Ops & RP Metrics by partnering with all departments to provide overall impacts and trends. Also, give guidance to Coordinators for site partnerships
  • Continue development of and implement automation for local and national RP reporting to measure performance and provide analysis
  • Maintain data integrity in all systems

Also responsible for other Duties/Projects as assigned by business management as needed.
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, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Last Date For Apply: 22/Mar/2022 11:03:00 Job Type : Full Time, Employment Type : Permanent Apply Here