Customer Service

Manager, National Resource Planning (Capacity Planning)

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The Manager will lead a team responsible for developing and managing forecasts and staffing plans for T-Mobile lines of business. This individual will lead a planning and analysis team in forecasting call volumes, handle times, and providing impact analysis on new or existing forecasts. The Manager will lead, coach and develop a talented team of analysts.

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
  • Lead a planning and analysis team in forecasting call volumes, handle times, and providing impact analysis on new or existing forecasts
  • Coordinates with multiple departments and key stakeholders to identify and determine the size of impacts of new business initiatives.
  • Oversees the Workforce Management application and partner with vendor on the product roadmap and new functionality needs.
  • Perform ongoing analysis on key business drivers and meaningful insights.
  • Conduct post-mortem performance analysis of new programs.
  • Construct executive-level presentations and present complex analytical findings in a clear, concise and decision-impacting manner.
  • Work closely to effectively coordinate with local planning teams and command center.
  • Participates on project teams that may be highly confidential.
  • Support other important initiatives and ad-hoc requests as needed.
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
  • 5+ years forecasting, strategic planning or business analysis experience required. Call center or workforce management preferred.
  • 3+ years leading a team.
  • Strong analytical, operational and technical competencies required, with extensive experience at presenting data and complex analyses.
  • Excellent written, verbal and interpersonal skills, including ability to formulate and present information necessary to influence change.
  • Must have strong technical and analytical skills, with the ability to think creatively and develop new solutions.
  • Bachelor’s degree required; Master’s degree in quantitative concentration preferred.
JOB POSTED FOR
79 DAYS
CANDIDATES THAT HAVE APPLIED 7
Job Details

70219BRReq ID

Customer ServiceDepartment

NoTravel Required

1Position(s) remaining

WE EVEN DO BENEFITS DIFFERENTLY.

Health Benefits

Health Benefits

Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

Paid R&R

PAID R & R

Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

It's all about you

IT'S ALL ABOUT YOU

We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

Sweet Company Discounts

SWEET COMPANY DISCOUNTS

Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

Help with the Fam

HELP WITH THE FAM

Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

Investment Options

INVESTMENT OPTIONS

Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

WHAT TO EXPECT WHEN APPLYING FOR A JOB
Job Location 3617 131st Ave SE Bellevue, WA 98006
CHECK YOUR COMMUTE
Driving
Walking
Bicycling
Public Transit

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.

ONE OF THE MOST ETHICAL COMPANIES IN THE WORLD

As America’s Un-carrier, T-Mobile US, Inc. (NYSE: “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, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.

EOE Statement

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, 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.