T-Mobile

Senior Manager, Global Care WFM

T-Mobile

full-time

Posted on:

Location Type: Office

Location: Frisco • Kansas • Texas • United States

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Salary

💰 $97,200 - $175,300 per year

Job Level

Senior

About the role

  • 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

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)
  • At least 18 years of age
  • Legally authorized to work in the United States
Benefits
  • Medical, dental and vision insurance
  • Flexible spending account
  • 401(k)
  • Employee stock grants
  • Employee stock purchase plan
  • Paid time off
  • Up to 12 paid holidays
  • Paid parental and family leave
  • Family building benefits
  • Backup 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementforecastingschedulingreal-time operationscall routing strategiesoperational KPIs
Soft Skills
leadershipcollaborationcommunicationstrategic planninganalytical skills
Certifications
High School DiplomaGED