Analyst, Resource Planning - Command Center

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 53 million wireless subscribers and provides products and services through 70,000 points of distribution.

This Position Is Located at T-Mobile's Corporate Offices in Bellevue, WAThe Customer Service Organization is looking for an energetic, self-directed, detail oriented candidate for the position of Command Center Analyst 1. This person will ensure that national call center resources (workforce Planning) are effectively utilized to provide targeted service levels for customers while managing business objectives and controlling costs. Monitor intra-day call volume and real time staffing across all sites to ensure national service level goals are met. Manage all real timeimpacts to call volume and staffing levels across the enterprise. Perform trend analysis to determine root-cause as well as trouble-shooting of issues related to telephony, technology, weather, marketing initiatives, billing, etc. The COMMAND CENTER ANALYSTis the key point of contact for other departments for any workforce real time issues affecting Customer Care, Technical Care, and Financial Care call volume. Job Duties and Responsibilities

• Ensure that national call center resources are effectively utilized to provide optimum service levels in all skill groups across all sites
• Analyze current workloads to ensure sufficient coverage in all skill groups across all sites
• Make scheduling decisions such as OT or shifting schedules to cover staffing deficiencies
• Make staffing recommendations to management based on analysis of real-time performance
• Manage shrinkage nationally by communicating with each site to ensure offline activities are coordinated and do not negatively impact staffing
• Communicate with local RP teams to ensure meeting and training deadlines are met
• Deliver and communicate national objectives to local RP teams on a daily basis.
• Use the right method of communication based on customer preference and communication relevance.
• Tailor the frequency and method of communication appropriately.
• Diffuse high-tension situations comfortably, including on open bridges; handles sensitive information appropriately.
• Display confidence in communicating with senior management or any audience to ensure constructive delivery of any material
• Take personal ownership for the completion of national priorities.
• Develop initiatives list for process improvements based on process problems, stakeholder requests and business objectives.
• Log and track events that affect call volume to provide historical data for forecasting.
• Provide clear, concise, and accurate statistical reporting.
• Consistently shows mastery of data and facts; draws comprehensive conclusions and leads team members to make appropriate recommendations.
• Analyze the degree to which an independent variable affects a dependent variable.
• Use sound business and technical judgment; validates assumptions and data accuracy.
• Resource for the team and other analysts to help with any analysis they are performing.
• Implement Escalation Plan changes based on current staffing needs, and communicating changes to all sites.
• Plans and facilitates effective, outcome-based meetings; participates in strategic planning
• Manage outsourced call volume to ensure national service levels are met, while meeting contractual obligations with our service partners.
• Perform crisis management for site threats, site system/phone outages, site closures due to weather and other emergencies.
• Step up as a leader during real-time crisis management; able to quarterback the team through real-time impacts
• Manage peer or teammate toward completion of deliverable through partnership and communication
• Monitor COS Help Desk and RP communication bridges to keep abreast of all issues impacting NRP
• Must possess the ability to learn by assimilating and applying in timely manner new job-related information that may vary in complexity
• Keep abreast of current developments and trends in NRP and is able to use this knowledge to help contribute to a business case to address major issues and draft a specific action plan to address the gaps the team controls
• Have a comprehensive understanding of the complexities of the business and how customer service cansupport business objectives and is able to provide direction to others based on this knowledge
• Tangible familiarity with T-Mobile Resource Planning processes and procedures, including, metrics of volume, call resolution time, service levels, adherence, staffing and hiring plans, staffing curves, and call management systems
• Occasional travel may be required

Discretion and Independent Judgement:

• Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely manner
• Strong reasoning, logic and decision-making skills are required for multiple trouble-shooting and analysis needs on a daily basis

QualificationsKnowledge, Skills and Abilities

• Strong ability to Multi-Task
• Strong Attention To Detail
• Structured problem solving
• Demonstrate ability to multitask
• Demonstrate quantitative analytical and logical thinking
• Active listening skills
• Information gathering & analysis
• Problem & root cause analysis
• Interviewing to understand business need
• Develops knowledge of the assigned functional area
• Basic presentation skills
• Ability to receive feedback in a constructive manner
• Strong written and verbal communication skills with the ability to drive and effectively communicate change
• Ability to work in a team environment
• Technical and analytical skills with the ability to think creatively and develop new solutions
• Must possess advanced Excel skils
• CMS
• Aspect EWFM
• Cisco ICM (GeoTel)

Education, Experience and Training

• Working knowledge of call center dynamics, including staffing, queues and performance
• Minimum two years' experience as an analyst, planner, forecaster, preferably within in a call center resource planning (workforce planning, capacity planning) environment required
• Associate's degree or equivalent work experience. Two years of additional experience may be substituted for each year of degree-level education required to achieve business requirements
• Minimum 5 years call center experience
• Experience in Multi-site call center management desired
• Working knowledge of Avaya CMS
• A solid knowledge of eWFM (formerly known as TCS); Total-View (IEX), or Blue Pumpkin workforce management applications
• Proficiency in Microsoft Office with an emphasis on Excel, Power Point, Access, Crystal Reports, and HTML preferred.

*LI-CS-PS1