Coordinator, Service Level

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

Monitor intra-day call traffic and real time staffing to ensure service level goals are met. Through the use of eWM 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. Requires 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

*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 and exemplary attendance record as outlined in the T-Mobile attendance policy *Working knowledge of Lucent CMS *Experience and understanding of call center dynamics, including staffing, queues, and performance measurements *Proficiency with Excel *High School Diploma/GED.