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Hours Full-time, Part-time
Location Oakland, ME 04963
Oakland, Maine

About this job

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 Associate Analysts work under the direction of the Resource Planning Manager and in concert with Community leadership team(s), other Community Planning Analysts, and Global Care Partners to achieve customer experience objectives.  They will monitor intraday and real-time performance in key performance metrics - call traffic, call resolution time, staffing, outages/impacting events, shrinkage (etc.) to ensure Community goals are met.  Basic job duties require the ability to draw conclusions from historic performance and trending, identify root cause, summarize results, generate business recommendations, produce and speak to reporting, and effectively manage shifting priorities in a high intensity environment. Candidates will work closely with various levels of Leadership, and should have effective communication skills that can be modified to fit the audience.  The Associate Analyst position operates in an advisory role, and this person will work cross functionally with a variety of teams, departments, sites, and groups throughout the company.  Successful candidates will have strong negotiation skills, emotional and executive maturity, and will be comfortable in a work environment that changes day to day.Good written and verbal communications skills; strong customer service skills; good negotiation skillsExperience with VBA, Access, and SQLBasic statistical and analytical skills` Working knowledge of Avaya CMSAbility to work any schedule assigned in a 24 x 7 environmentAdvanced knowledge of eWFM, SSI Analyzer, Samson, RTA or similar systemsAbility to develop and deliver effective presentations to business leadersWorking Knowledge of Micro Soft Suite (Excel, Word, PowerPoint)Perform real-time trending and support in conjunction with Community Planning Analysts
 
  • Accurate community queue management utilizing Director
  • Perform outlier management and deep dive of trends
  • Manage queues to ensure maximum occupancy and performance
  • Perform all pre-planned and real-time scheduling exceptions
  • Implement and follow through on mitigation plans at the appropriate time
  • Confirm call center resources are utilized to provide optimum customer experience
  • Collaborate with all levels of leadership to find resolution to local and national strategies

Provide real-time and ad-hoc reporting and analysis of data; engage with cross functional teams
 
  • Collect and analyze data, provide trends, and identify root causes
  • Provide in depth analytics using RTA, CMS, Model T, T-Metrics, and SSI Analyzer
  • Develop and implement ad-hoc operational reporting and automation
  • Provide in-depth analysis and recommendations on performance metrics
  • Perform reporting/analysis to identify gaps and improvement opportunities in scheduling
  • Provide ad-hoc analysis, formulate conclusions, and present conclusions to leadership
Address in-depth customer requests

Communicate findings, provide conclusions, formulate recommendations to leadership
 
  • Collaborate and negotiate with all levels of management to find real-time resolution to operational goals, budgets, and targets
  • Be aware of line-of-business goals, trends, and historical performance to determine when to partner with the Business Operations Center and local operations to actively resolve real-time issues
  • Support business processes and workflows to ensure we deliver the best quality of customer interactions
  • Partner to ensure all necessary realignment and mini-bid changes are completed successfully
Partner with local and national leaders to support individual strategies, tactics, and projects

High School DiplomaWe 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.