Sr Business Analysis Manager (Customer Service)

Job Description:

The Senior Business Analysis Manager (SBAM) will be responsible for providing insightful and actionable analysis, developing customer service related reporting, creating recommendations to improve call center representative performance, managing information systems related projects from the business perspective and delivering exceptional support to Customer Service (CS) executive leadership. The SBAM will work closely with stakeholders in CS planning, strategy and operations to achieve financial goals while always seeking opportunities drive incremental value.



Enterprise Core Competencies
Requires competency in data modeling, financial analysis, strategic thinking, relationship building & influencing.

Essential Functions
ââ,¬ Construct executive-level presentations and deliver complex analytical findings in a clear and concise manner
ââ,¬ Model data and create reporting tools to enable frontline and leadership to operationalize areas of opportunities
ââ,¬ Develop comprehensive financial models to aid leadership in decision making and evaluation of initiatives with appropriate risks and opportunities
ââ,¬ Develop long-term strategies and initiatives
ââ,¬ Create business cases for new initiatives and conduct post-mortem performance analysis
ââ,¬ Promote cross team collaboration and encourage a supportive team environment
ââ,¬ Support other important initiatives as needed and ad-hoc requests


Minimum Required

ââ,¬ 5 - 7 years of experience in planning and analysis or data driven marketing.

ââ,¬ Working knowledge of SQL and database experience preferred

ââ,¬ Strong analytical, problem solving and communications skills

ââ,¬ Advanced financial modeling skills, data modeling skills or advanced process analysis and design experience

ââ,¬ Excellent communication skills with executive level presence

ââ,¬ Have a unique talent for multi-tasking, meeting deadlines, learning new skills and methodologies

ââ,¬ Telecommunication or call center operations experience preferred.


Minimum Required

ââ,¬ Bachelors Degree. Bachelors, MBA or advanced degree preferred in Information Systems, Finance, or Computer Science

Minimum Qualifications:

ââ,¬ At least 18 years of age.ââ,¬ Legally authorized to work in the United States.ââ,¬ High School Diploma or GED.ââ,¬ Pre-employment background screen.

Company Profile:

As Americaââ,¬â„¢s Un-carrier, T-Mobile US, Inc. (NASDAQ: ââ,¬Å"TMUSââ,¬?) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The companyââ,¬â„¢s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit

EOE Statement:

We Take Equal Opportunity Seriously - By Choice.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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