Sr Manager, CEC WFM- East Region

T-Mobile • Henrietta, NY

3d

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Job Overview This role leads workforce management support for internal contact centers and global care operations to meet financial and service objectives. It plans, directs, and implements workforce management activities including schedule optimization and staffing level determination across sites. The role combines hands-on work with coaching leaders and individual contributors to ensure operational excellence. Success is measured by effective communication, adherence to policies, and achievement of staffing and service goals. The work impacts organizational performance by aligning resources with demand and supporting care leadership collaboration across regions. Collaborate with demand planning and leadership teams to communicate and complete national and local workforce priorities Deliver and communicate national workforce management objectives to regional managers and site individual contributors Ensure consistent implementation of workforce management policies and procedures across all contact centers Monitor site staffing levels to maintain appropriate coverage aligned with call volumes and operational needs Develop, coach, and evaluate regional managers and individual contributors to enhance workforce management capabilities Analyze operational data and recommend procedural changes to improve resource planning performance nationally and locally Also responsible for other duties/projects as assigned by business management as needed

Requirements

• High School Diploma/GED (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 4-7 years Strategic planning and implementation of workforce management activities in contact centers (Preferred)
• 4-7 years Management of workforce management tools/systems development and deployment (Preferred)
• 4-7 years Collaboration with senior leadership teams such as Demand Planning and Care VPs to enhance resource development and operational initiatives (Preferred)

Responsibilities

• Collaborate with demand planning and leadership teams to communicate and complete national and local workforce priorities
• Deliver and communicate national workforce management objectives to regional managers and site individual contributors
• Ensure consistent implementation of workforce management policies and procedures across all contact centers
• Monitor site staffing levels to maintain appropriate coverage aligned with call volumes and operational needs
• Develop, coach, and evaluate regional managers and individual contributors to enhance workforce management capabilities
• Analyze operational data and recommend procedural changes to improve resource planning performance nationally and locally
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

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