Analyst, Resource Planning

T-Mobile USA • Dallas, TX

2d • Onsite

About The Position

This role supports call center operations by managing resource planning to maintain service levels for customers. It involves scheduling, staffing curve maintenance, real-time queue management, and reporting for various call types and skills. The role requires continuous analysis of schedules against staffing needs to ensure proper coverage across all shifts. Success is measured by optimized resource utilization, accurate reporting, and effective coordination of training and off-phone activities. The work directly impacts operational efficiency and customer experience by ensuring adequate staffing and timely information availability.

Requirements

• High School Diploma/GED (Required)
• Ad Hoc Reporting (Required)
• Capacity Planning (Required)
• Data Analysis (Required)
• Real Time Monitoring (Required)
• Resource Planning (Required)
• Schedule Development (Required)
• Staff Scheduling (Required)
• Stakeholder Management (Required)
• Trend Analysis (Required)
• Workforce Management (WFM) (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• Less than 2 years Experience and understanding of call center dynamics, including staffing, queues, and performance measurements.
• Experience with Access and Crystal Reports.
• Experience in Multi-site call center management.
• Previous call center experience in workforce planning and management.

Responsibilities

• Maintain staffing curves for different call types and skills to support accurate resource allocation
• Analyze current schedules against staffing requirements to ensure proper coverage across all shifts
• Manage queues in real time to maximize occupancy and agent availability
• Provide clear and concise statistical reporting to inform operational decisions
• Manage and maintain shift trades and requests processes to support scheduling flexibility
• Schedule training, meetings, and off-phone work while coordinating with trainers and supervisors
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• Competitive base salary and compensation package
• Annual stock grant
• Employee stock purchase plan
• 401(k)
• Access to free, year-round money coaches
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• Paid time off
• Up to 12 paid holidays
• Paid parental and family leave
• Family building benefits
• Back-up care
• Enhanced family support
• Childcare subsidy
• Tuition assistance
• College coaching
• Short- and long-term disability
• Voluntary AD&D coverage
• Voluntary accident coverage
• Voluntary life insurance
• Voluntary disability insurance
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED