Sr Analyst, Care Contact Interaction Analytics

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

This position has the ability to sit in Frisco, Overland Park, Bellevue or a Customer Care Contact Center.


Job Overview
The Sr Analyst, Care Contact Interaction Analytics is responsible for guiding the business through the analysis of quantitative & qualitative data. This role requires the creation of customer centric solutions/approaches driven by data analysis, business acumen, creativity, and effective communication. This position will participate in the design and development of reporting structures and interfaces, as well as administration of standardized reports to be utilized across the team.

Job Responsibilities:

• Support the analytic needs of the business by using data from various sources (e.g. call centers, SAP, & Business Objects).

• Guide data strategy across multiple touch points (e.g. CXM tool, surveys, market research).

• Create holistic dashboards from different data sources for presentations to senior management.

• Own the process of driving core insights from available data and create strategies to improve the customer experience & performance. This will include collaborating with product managers for A/B testing & multivariate testing.

• Early involvement in enterprise projects to define reporting needs & incorporating those needs into the system design

• Provide analysis for sales representative, supervisor, call center, partner, & financial performance

• Present analysis & strategies to senior management in verbal & written forms.

• Analyze system data to identify missing data or opportunities for enhancements based on reporting needs and communicate findings to system support teams

Education and Work Experience:

• Bachelor's Degree Business, Statistics or similar degree (Required)

• 4+ years experience in reporting & analyzing performance & data visualization (Tableau or Power BI) (Required)

• 2+ years experience in advanced business analytics, which include SQL/ETL of complex datasets, competitive analysis, and quantitative analysis & research (Required)

• 2+ years of Customer Care experience (Required)

Knowledge, Skills and Abilities:

• Microsoft Excel (Required)

• Microsoft PowerPoint (Required)

• Analysis (Required)

• Business Analysis (Required)

• Reporting & Analysis (Required)

• Wireless (Preferred)

• Experience with speech analytics including Large Language Models, Natural Language Processing, and other AI technologies (Preferred)

• System analytics experience (Preferred)

• Advanced Statistics (significance testing, linear regression modeling, and ANOVAs) (Preferred)

 

• At least 18 years of age

• Legally authorized to work in the United States

• Travel:
  Travel Required (Yes/No):Yes
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No

Base Pay Range: $80,600 - $145,500

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.