JOB DESCRIPTION

The Community Planning Analyst monitors real-time call center operations, staffing scenarios, call center metrics, and scheduling. Functions as a team member of the Resource Planning department. Ensures call center resources are scheduled and utilized to provide optimum service levels and productivity. Creates, programs, formats, maintains, and produces reports both on ad-hoc and routing basis, for individual, teams, work types, departments, and sites. Makes connection between results and customer experience, communicates findings and recommendations to drive performance.

RESPONSIBILITIES

• Analyze business processes and workflows to support quality of customer interactions. Make recommendations to improve community and site performance related to workforce scheduling needs.
• Be aware of line of business goals, trends, and past performance to determine when to partner with the Command Center and local operations to actively resolve real-time issues
• Implement mitigation plans at the appropriate time, to support both the community and customer experiences
• Support strategies, tactics, and projects with quantitative data to gauge the effectiveness and progress of planning initiatives; identify areas
• Provide ad-hoc analyses, formulate conclusions, develop recommendations, and present conclusions to leadership
• Correlate Ops & Planning Metrics by partnering with all departments to provide overall impacts and trends
• Provide analytical data to local, regional, or site leadership; identify themes and areas of improvement to support customer interactions
• Constant analysis of current schedule scenarios comparing them to current staffing requirements to insure we are staffed properly; define long-term strategies in addition to short-term and immediate staffing strategies.
• Perform reporting/analysis to identify gaps and improvement opportunities in scheduling
• Identify needs and determine appropriate staffing to ensure resources are available to respond to customer needs
• Identify reporting needs to include automation and development of trending reports, in order to maintain models and automation.
• Provide clear and concise statistical reporting – identifying trends and considerations to site leadership
• Build and automate trending reports to support data models and decision-making
• Continue development and implement automation for operational reporting to measure performance and provide analysis
• Create and maintain hierarchy in functional systems Partner with other Community Analysts to create consistency and alignment within the sites
• Drive community and site productivity and efficiency metrics – identify metrics and appropriate levels of performance
• Provide guidance to Associate Community Planning Analysts
• Design and execute on team development trainings Perform real time trending in conjunction with Site Planner to make changes.
• Perform outlier management and deep dive of trends
• Manage queues to ensure optimal occupancy and agent availability
• Perform real-time queue management on an as needed basis; determine needs to ensure that customer calls are managed at appropriate levels
• Collaborate with all levels of leadership to develop, communicate and execute on resolution to local or national initiatives

• Bachelor’s Degree in Business or related field preferred
• At least 3 years of experience with call center management, including understanding of call center dynamics, staffing, queues, and performance metrics; experience in multi-site multi-skill call center management.
• Previous call center experience in workforce planning and management preferred
• Statistical Data Analysis
• T-Mobile Tools & System Knowledge
• EWFM
• Avaya
• Presentations
• Microsoft Office
• Experience with Access, Crystal Reports, VBA, .Net, Tableau and SQL preferred

MINIMUM QUALIFICATIONS

• At least 18 years of age
• Legally authorized to work in the United States
• High School Diploma or GED

COMPANY PROFILE

T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com EOE STATEMENT

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.[]

Are you ready to kickstart your career with one of the most dynamic and innovative companies in the telecommunications industry? At T-Mobile, we believe in challenging the status quo and driving change. As an intern, you’ll have the opportunity to work on real projects that impact millions of customers, collaborate with talented professionals, and gain hands-on experience in a fast-paced environment.

Our internship program is designed to provide you with the skills and knowledge you need to succeed. You’ll be part of a team that values creativity, diversity, and a passion for technology. Join us and be part of a company that’s not just changing wireless, but changing the world.