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T-Mobile USA, Inc.,(metropcs)

Business Analysis Manager, Social Media Services

T-Mobile USA, Inc.,(metropcs) - Bellevue, WA

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 Metro PCS.

For more information, please visit (please use the apply button below) role supports the Social Media Care team handling all social Care and brand volume for T-Mobile.

This team is supporting customers on social media 7 days per week, 24 hours per day.

In this role, your direct responsibilities will be to go deep on analysis of the work the team produces to provide input on recommended frontline metrics and help inform the definition of ROI for this team.

Additionally, you will be the subject matter expert for Social Care and partner with key teams internally and externally to ensure strategic objectives are met.

This role will partner heavily with other digital teams in the business to create cohesion across all digital properties.

This role reports directly to the Sr.

Manager of Social responsible for strategy, continuous improvement and frontline execution.Qualifications3 years analysis experience (data mining, mathematical/statistical modeling, and business case skills) in a corporate environment Strong analytical, problem solving and communication skills Strong communication skills (oral and written) Proven experience with business case development A talent for multi-tasking, prioritizing objectives, and meeting deadlines Proven ability to self-direct work efforts, occasionally lead junior colleagues Highly proficient in Excel Proficiency in SQL with knowledge of relational databases Experience with Tableau a plus Telecommunication experience preferred Education Minimum Required Bachelor's Degree.

Quantitative concentration MBA preferred Enterprise Core Competencies Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, and results focus.Essential Functions Perform analyses and understand key drivers of performance (e.g.

revenue volumes, customer retention, return on investment, messages/handle time supporting customers in queue).

Effectively communicate performance to channel leaders, and identify risks and opportunities Work closely with internal partners to understand business issues and incorporate them into business and financial models to drive focus, value, and performance within the channel Develop comprehensive models to aid in decision making and evaluation of initiatives, including scenarios and sensitivity analyses across a range of options.

Perform post-mortem analyses to determine effect of key business decisions Create executive-level presentations and present complex analytical findings in a clear and concise manner.

Possess the ability to influence leadership through fact-based analyses Seek and recognize trends in data through self-directed hypothesis testing and analysis Be data and subject matter expert within your department Demonstrate strong competency and comfort working with and analyzing large sets of data utilizing various tools (SQL, Teradata, Oracle, Excel).

Perform data mining while ensuring validity and quality of data in support of projects Work to tight deadlines in a fast paced environment while ensuring quality of work Maintain technical skills and expertise through continuing education and training.

Actively seek new skill and look for means to transfer current skillset to other team members when appropriate Serve as the Social Director's primary point of contact regarding operational support management and effectiveness for the department.

Achieve customer retention targets while meeting/exceeding teams' quality and customer satisfaction goals.

Ensure customer resolution by leveraging RP's analysis.Regularly review business process and procedures against customer pain points to enhance the customer experience and reduce customer effort.Achieve and maintain a significant level of knowledge of Social technology, operations and processes, methods and procedures, competitive issues and interdepartmental operations.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, 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.

9 days 15 hours ago

T-Mobile USA, Inc.,(metropcs)


Business Analysis Manager, Social Media Services T-Mobile USA, Inc.,(metropcs) - Bellevue, WA, United States


Location: Bellevue, WA

Company Profile:
We announced that MetroPCS and T-Mobile have officially joined forces. We believe things are only going to get better for you as we aim to provide you with more phone choices, more value and more coverage and resources now that we have combined MetroPCS and T-Mobile.