Sr Business Analysis Manager (Customer Service)
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.
Ã¢â,¬ Construct executive-level presentations and deliver complex analytical findings in a clear and concise manner
Ã¢â,¬ Model data and create reporting tools to enable frontline and leadership to operationalize areas of opportunities
Ã¢â,¬ Develop comprehensive financial models to aid leadership in decision making and evaluation of initiatives with appropriate risks and opportunities
Ã¢â,¬ Develop long-term strategies and initiatives
Ã¢â,¬ Create business cases for new initiatives and conduct post-mortem performance analysis
Ã¢â,¬ Promote cross team collaboration and encourage a supportive team environment
Ã¢â,¬ Support other important initiatives as needed and ad-hoc requests
Ã¢â,¬ 5 - 7 years of experience in planning and analysis or data driven marketing.
Ã¢â,¬ Working knowledge of SQL and database experience preferred
Ã¢â,¬ Strong analytical, problem solving and communications skills
Ã¢â,¬ Advanced financial modeling skills, data modeling skills or advanced process analysis and design experience
Ã¢â,¬ Excellent communication skills with executive level presence
Ã¢â,¬ Have a unique talent for multi-tasking, meeting deadlines, learning new skills and methodologies
Ã¢â,¬ Telecommunication or call center operations experience preferred.
Ã¢â,¬ Bachelors Degree. Bachelors, MBA or advanced degree preferred in Information Systems, Finance, or Computer Science
Ã¢â,¬ At least 18 years of age.Ã¢â,¬ Legally authorized to work in the United States.Ã¢â,¬ High School Diploma or GED.Ã¢â,¬ Pre-employment background screen.
As AmericaÃ¢â,¬â¢s Un-carrier, T-Mobile US, Inc. (NASDAQ: Ã¢â,¬Å"TMUSÃ¢â,¬?) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The companyÃ¢â,¬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 http://www.t-mobile.com
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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