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Sr Manager, Global Care WFM

https://www.t-mobile.com Logo

T-Mobile

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Location:
United States , Frisco ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

97200.00 - 175300.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • High School Diploma/GED
  • 4-7 years Experience in workforce management, including forecasting, scheduling, and real-time operations in a call center environment
  • 4-7 years Experience in developing and implementing call routing strategies to optimize customer service operations
  • 4-7 years Leadership experience in managing teams within customer service or call center operations, with a focus on meeting or exceeding operational KPIs
  • Communication
  • Presentations
  • Technical Analysis
  • Customer Service
  • Leadership
  • At least 18 years of age
  • Legally authorized to work in the United States
What we offer:
  • annual stock grant
  • employee stock purchase plan
  • 401(k)
  • access to free, year-round money coaches
  • medical, dental and vision insurance
  • flexible spending account
  • employee stock grants
  • employee stock purchase plan
  • 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

Additional Information:

Job Posted:
January 31, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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