Sr Analyst, DTC Business Support

As America's Un-carrier, T-Mobile US, Inc. (NYSE: '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, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 43 million wireless subscribers and provides products and services through 70,000 points of distribution.

The purpose of this role is to effectively execute projects at the Call Center level, support initiatives, provide 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. 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. Suport 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.

Necessary Professional Skills:

• Ability to establish relationships with call center leadership to create awareness for business needs
• Exhibit superior customer service skills that invite collaboration and foster a positive relationship with Operations team
• Strong written and verbal communication skills
• Present content to call center leadership in large meeting setting
• Use analysis and coaching to teach Operations leaders how to use tools and resources to drive Key Performance Indicators
• Initiate projects, establish cross-functional partnerships, and see through to completion
• Flexibility to work outside of normal business hours and on-call basis

Other Qualifications:

• 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.