Customer Service

Sr. Analyst, Enterprise Projects & Initiatives, National Resource Plan

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The Customer Service organization is looking for an energetic, self-directed, detail oriented candidate for the position of Sr. Analyst, Enterprise Projects & Initiatives. This person will evaluate impacts related to T-Mobile Projects & Initiatives to ensure appropriate staffing globally, optimize customer experience, and deliver on strategic planning and performance goals. This position is highly visible and requires robust partnership and collaboration with stakeholders across multiple departments in the organization. The ideal candidate should possess a strong analytical background, utilize data to derive conclusions and clear recommendations, and thrive in a fast-paced environment. Excellent communication skills, comfort with ambiguity, and the ability to work under pressure/tight timelines are critical to success in this position.

What you'll do in your role.

Essential Duties and Responsibilities
  • Construct complex models to drive long range forecasts, staffing recommendations, and strategic decisions
  • Extract the big picture from detailed analysis, formulate robust conclusions, and prepare presentations and models to support conclusions
  • Perform research and analysis to identify information needed from disparate sources and synthesize results to form impactful insights
  • Act as a leader on project teams to ensure best possible implementation
  • Develop Executive Level presentations with the ability to present to Sr. Leadership as needed
  • Build strong cross-functional relationships and partner with Customer Experience, Marketing, and other support teams
  • Collaborate with Insights & Analytics and Forecasting teams to drive continuous improvement on the Resource Planning team
  • Coach, mentor, and develop members of the Resource Planning team

  • Ability to autonomously gather and analyze data; Proven analytical skills
  • Track record of presenting complex findings in a concise, informative manner
  • Strong problem solver and intellectual curious (analytical/logical thinking, creative)
  • Demonstrates ability to manage multiple priorities simultaneously and meet tight deadlines
  • Demonstrates comfort with ambiguity and thinks outside-of-the box
  • Excellent communication skills (verbal and written)
  • Ability to partner with and influence others with excellent networking skills
  • Ability to learn by assimilating and applying new job-related information that may vary in complexity
  • Knowledge of wireless industry preferred

The experience you'll bring.

Required Qualifications
  • Bachelor’s Degree or equivalent work experience required in quantitative discipline (Math/Statistics/Finance/Economics or other)
  • 3+ years in an analytical role
  • Proficiency in Microsoft Office with an emphasis on Excel

Preferred Qualifications
  • Project Management experience
  • Strong Financial Modeling skills
  • Advanced Excel skills
  • SQL/ Teradata / Relational Database experience
  • Experience with the development of mathematical models
  • Some knowledge of statistics is preferred, but not essential

Minimum Required
  • Associates Degree. Business, Economics, Finance, Mathematics, Statistics or other related field
Position details

Req ID: 111098BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
253 days
# of candidates that have applied 33

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What's it like to work at T-Mobile? Find out.

"Best Company I’ve Ever Worked For”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Salem, OR


Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!


If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

5 stars 5 stars 5 stars 5 stars 5 stars

Current Customer Service Representative in Meridian, ID


Awesome environment. They take pride in their employees and call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.


You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN


There were many great benefits and the company has really good values.


It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’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

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