Customer Service

Sr Analyst, Business Support

Apply now
The purpose of this role is to effectively execute projects at the Call Center level, support initiatives, and provides on-going support to Call Center personnel and to identify areas for improvement. This role is also responsible for providing analysis and reporting to support site-level, regional level and national initiatives as assigned. In addition, incumbents in this role will proactively identify and solve problems through analysis and resolution execution.

What you'll do in your role.

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

•Central point of contact for all policy, procedure and billing system related issues. Provide clarification between Customer Care and national process team. Act as subject matter expert (SME) for all assigned projects and specified functional areas. Interface and communicate with site leadership (Directors, Managers, Coaches and CSRs) as well and Process Team, L&D, Communications, RP, QA, CTS, Incentives and PMO.
•Participate in daily and weekly meetings with peers in Call Centers and FSC to ensure issues, concerns and information are communicated. Know and understand what is being communicated within the site by participating in meetings as directed by site leadership. Ensure that all CSRs are adequately trained to understand and support policy and procedure changes and that site leadership is prepared to execute and support these changes. Support location compliance to National Policy.
•Ensure that technical changes are deployed as designed to every intended user on schedule. Act as change agent and provide support as needed for national roll outs. Ensure that changes are adequately tested prior to deployment and Call Center support is provided during and after the change.
•Develop strategies with site leadership to carry out local initiatives and participate in ad hoc teams. Participate in development and promotion of escalation paths with well-defined feedback loops.
•Plan and manage needs assessments as assigned.
•Attend new-hire training to communicate the duties and value of the Call Center Implementation Team.

The experience you'll bring.

•Problem and root cause analysis - includes information gathering to understand business need and process mapping fundamentals structured problem solving skills
•Ability to identify information gaps, source solutions, and develop reporting using MS Office tools. (Must be highly proficient in MS Excel and Visual Basic (VBA) with at least three years’ experience creating reporting in those tools, including macros and pivot tables.)
•Must also be able to analyze, package and present results to a variety of audiences from front line representatives to executive leadership, including appropriate presentation skills and MS PowerPoint proficiency (at least 3 years’ experience)
•Expertise in cross-functional partnerships and strong communication skills in multiple methods and for multiple audiences
•High School Diploma/GED
Position details

Req ID: 131454BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
3 days
# of candidates that have applied 4
Similar openings

Check your commute.

We'll take care of you.

Check out what we offer

Are you a good fit for our team?

Apply now

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

Pros

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!

Cons

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

Pros

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

Cons

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

Pros

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

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

EOE Statement