BirminghamRecruiter Since 2001
the smart solution for Birmingham jobs

Sr Analyst, Business Support

Company: T-Mobile
Location: Birmingham
Posted on: February 16, 2020

Job Description:

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. Responsibilities 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. 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 Preferred Qualifications Microsoft SQL Minimum Qualifications • At least 18 years of age.• Legally authorized to work in the United States.• High School Diploma or GED.• Pre-employment background screen. Company Profile As America's Un-carrier, T-Mobile USA, 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 USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com EOE Statement 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.

Keywords: T-Mobile, Birmingham , Sr Analyst, Business Support, Other , Birmingham, Alabama

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Surgical Technologist - 1K Sign-on Bonus
Description: We Are Hiring We Are Hiring St. Vincent s Birmingham has an opportunity for a Surgical Tech Up to 1,000 sign on bonus with 1 year agreement Schedule: Day shift (more...)
Company: Ascension, B82
Location: Birmingham
Posted on: 02/22/2020

Class A CDL - Team Truck Driver
Description: Earn up to 0.53 per mile starting pay as a Team truck driver in Schneider's Van Truckload Division - among the highest compensated in the fleet. Average 5,500 miles per week with choice to run more (more...)
Company: Schneider
Location: Birmingham
Posted on: 02/22/2020

15G Aircraft Structural Repairer
Description: Army planes and helicopters need to be in tip-top shape inside and out to be ready to go at a moment's notice. As an Aircraft Structural Repairer in the Army National Guard, you will inspect, service, (more...)
Company: Army National Guard
Location: Birmingham
Posted on: 02/22/2020


Sterile Processing Technician - Evening
Description: We Are Hiring We Are Hiring Join our family of dedicated, highly skilled Sterile Processing Technicians at St. Vincent s Birmingham. We work together as a team and care for each other as a family. (more...)
Company: Ascension, B82
Location: Birmingham
Posted on: 02/22/2020

Travel Nurse RN - CVICU - $1,503 per week
Description: LRS Healthcare is seeking a travel nurse RN CVICU for a travel nursing job in Birmingham, Alabama:- Specialty: CVICU- Discipline: RN- Start Date: 03/09/2020- Duration: 13 weeks- 36 hours per week- Shift: (more...)
Company: NurseFly Travel Nursing
Location: Birmingham
Posted on: 02/22/2020

Class A CDL - Regional Truck Driver
Description: Regional truck drivers in Schneider's Van Truckload division earn up to 0.45 per mile starting pay and choose from different home time options. Maximize your earning potential in this CDL driving job (more...)
Company: Schneider
Location: Birmingham
Posted on: 02/22/2020

Driver-CDL
Description: The Brink's name is a promise to respect the trust we've earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. (more...)
Company: Brinks
Location: Birmingham
Posted on: 02/22/2020

91J Quartermaster and Chemical Equipment Repairer
Description: The Army National Guard uses a wide range of systems that help protect and serve the force, and as a Quartermaster and Chemical Equipment Repairer, you'll be in charge of making sure those systems keep (more...)
Company: Army National Guard
Location: Birmingham
Posted on: 02/22/2020

Class A CDL - Over-the-Road (OTR) Truck Driver
Description: Over-the-Road truck drivers in Schneider's Van Truckload division earn up to 0.47 per mile starting pay, haul 95 no-touch freight and average 2,500 miles per week. This CDL driving job is part of a (more...)
Company: Schneider
Location: Birmingham
Posted on: 02/22/2020

Event Security - BJCC Legacy Arena
Description: This position is responsible for checking bags, enforcing access control and implementing policies and procedures for the safety of the guests and owners, while providing superior customer service for (more...)
Company: U.S. Security Associates, Inc
Location: Birmingham
Posted on: 02/22/2020

Log In or Create An Account

Get the latest Alabama jobs by following @recnetAL on Twitter!

Birmingham RSS job feeds