Sr Manager, Global Care WFM

T-Mobile • Frisco, TX

4d

About The Position

This role leads workforce management for global customer care to align staffing and scheduling with financial and service goals. It manages real-time operational challenges including customer segmentation, call routing, and staffing adjustments. The role requires expertise in workforce management methodologies, vendor management, and complex call volume analysis. Success is measured by effective demand-staff alignment, reduced customer wait times, and clear communication with leadership. The work directly impacts customer experience and operational efficiency across global care centers.

Requirements

• High School Diploma/GED (Required)
• 4-7 years Experience in workforce management, including forecasting, scheduling, and real-time operations in a call center environment (Preferred)
• 4-7 years Experience in developing and implementing call routing strategies to optimize customer service operations (Preferred)
• 4-7 years Leadership experience in managing teams within customer service or call center operations, with a focus on meeting or exceeding operational KPIs (Preferred)
• Communication (Required)
• Presentations (Required)
• Technical Analysis (Required)
• Customer Service (Required)
• Leadership (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Responsibilities

• Manage real-time staffing and skilling to optimize occupancy and reduce customer wait times across global care operations
• Collaborate with leadership to deliver and communicate critical workforce initiatives and operational updates
• Partner with contact management and call routing teams to address strategy changes and operational disruptions
• Design and adjust site staffing plans with demand planning to ensure alignment with customer demand patterns
• Conduct real-time analysis of unexpected demand fluctuations to inform staffing and operational responses
• Align global care partners on staffing, skilling, and planning to ensure data consistency and operational coherence
• 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