Sr Analyst, Business SupportApply now
What you'll do in your role.
•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.
•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
Check your commute.
Paid R & R
Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.
We fully foot the tuition bill at five online universities (FT only), and provide tuition assistance to other schools for FT and PT employees.
Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry. We also hook you up with discount programs for everyday stuff.
Help with the fam
Families rock. But child care, adoption, and surrogacy are big decisions. We offer financial and wellness support to help reduce those burdens and navigate the details.
Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab TMUS stock at a discount.
"Best Company I’ve Ever Worked For”
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!
Current Customer Service Representative in Meridian, ID
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.
You have to enjoy the call center work.
Equal Employment Opportunity
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, ethnicity, 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.