Position Summary…

Role summary: The Wireless Workforce Manager owns end‑to‑end workforce management for the wireless back‑office contact center, ensuring optimal staffing, scheduling, and performance across a multi‑carrier environment. This role is accountable for forecasting demand, building efficient schedules, and managing vendor capacity to meet service levels. The manager monitors real‑time performance, drives operational adjustments, and ensures alignment to volume and activation demand. They deliver executive reporting on productivity, service, and spend, while maintaining data integrity. Partnering with operations, carriers, and technology, they support system enhancements and scalability, while driving automation, cost efficiency, and continuous improvement in a high‑volume environment.

About the team: The Wireless Backoffice Activation Support team ensures smooth execution of postpaid and prepaid carrier activations across retail and digital channels...