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Sr Analyst, Resource Planning
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Bellevue, WA Bellevue, Washington |
About this job
As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'Å“TMUS'Â) 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.
Senior Analyst, Resource Planning (Workforce Management)The Customer Service organization is looking for an energetic, self directed, detail oriented candidate for the position of Senior Analyst, Resource Planning. This person will evaluate Customer Service initiatives critically, strategically and globally to identify impacts and provide uniquely effective solutions. This person will work with partner teams to provide optimal solutions for Customer Service initiatives. The ideal candidate should possess a strong analytical background and demonstrated ability to innovate and strategically problem solve.This Position Is Located At T-Mobile's Corporate Headquarters In Bellevue, WA ESSENTIAL DUTIES AND RESPONSIBILITIES
Skills
Senior Analyst, Resource Planning (Workforce Management)The Customer Service organization is looking for an energetic, self directed, detail oriented candidate for the position of Senior Analyst, Resource Planning. This person will evaluate Customer Service initiatives critically, strategically and globally to identify impacts and provide uniquely effective solutions. This person will work with partner teams to provide optimal solutions for Customer Service initiatives. The ideal candidate should possess a strong analytical background and demonstrated ability to innovate and strategically problem solve.This Position Is Located At T-Mobile's Corporate Headquarters In Bellevue, WA ESSENTIAL DUTIES AND RESPONSIBILITIES
- Build and innovate existing and new tools
- Work with other analysts to develop long range forecast and staffing recommendations
- Track and trend call center metrics such as forecast variance, CRT trends
- Partner with support teams to determine impacts to product
- Create the best recommended plan for the Customer Service organization balancing the needs of Customers, Owners and Employees
- Partner with Customer Service teams on new initiatives
- Act as a leader on project teams to insure best possible implementation
- Manage daily, weekly, and monthly reporting of key metrics
- Coach and mentor team members on the Resource Planning team
Skills
- 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
- Bachelor's Degree in a quantitative field or equivalent experience
- 3+ years prior workforce management experience or 5+ years in analytical role
- Proficiency in Microsoft Office with an emphasis on Excel
- 2+ years project management experience
- MBA or relevant Graduate degree
- Advanced Excel and Access skills
- Structural understanding of Aspect eWorkforce Management (eWFM) 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