Sr Manager, CEC WFM- East Region

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!

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

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

Travel Required (Yes/No):
Yes

DOT Regulated Position (Yes/No):
No

Safety Sensitive Position (Yes/No):
No

$97,200 - $175,300

20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, 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.

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At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part‑time employees have access to the same benefits when eligible. We cover all of the bases, offering 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,…