Sr Analyst, Service Management Office
Company: T-Mobile
Location: Overland Park
Posted on: May 2, 2024
Job Description:
Be unstoppable with us!T-Mobile is synonymous with
innovation-and you could be part of the team that disrupted an
entire industry! We reinvented customer service, brought real 5G to
the nation, and now we're shaping the future of technology in
wireless and beyond. Our work is as exciting as it is rewarding, so
consider the career opportunity below as your invitation to grow
with us, make big things happen with us, above all, #BEYOU with us.
Together, we won't stop!T-Mobile is synonymous with innovation-and
you could be part of the team that disrupted an entire industry! We
reinvented customer service, brought real 5G to the nation, and now
we're shaping the future of technology in wireless and beyond.
Reporting to the Manager, Service Management Office (SMO), the Sr
Analyst will assist with evaluating and improving the performance
of the Magenta Shared Services identifying key metrics to track,
evaluate service effectiveness, and recommend process improvements.
This more advanced analyst within the SMO will execute data
analysis to formulate insights and other business measures to
provide management with performance data to aid in decision making.
This role will work with the Source to Pay (STP) and Order to Cash
(OTC) teams to assist with the implementation of new areas within
the Finance, Procurement & Supply Chain (FP&SC) Magenta
Services group and assist with process improvement to achieve
industry best practices.
This position will:
* Conduct analyses, design, develop and implement procedures to
support the goals of the Magenta Services Center (MSC). Assist in
the resolution of issues encountered by the business/partners
(internal) related to tools and applications. Communicates' system
issues with stakeholders.
* Monitor performance of the MSC against internal and external
benchmarks and analyze performance data to identify trends, areas
of underperformance, and opportunities for process improvement and
then drive operational excellence by strategizing and developing
day-to-day operational tactics that deliver tactical simplification
to the department. Investigate business data for trends and
patterns, apply statistical models and techniques, and formulate
insights, KPIs, and other business critical measures to inform
strategy and decision making.
* Monitor and support real-time operations and metrics for the MSC;
provide operational expertise to drive solutions that positively
impact the department's ability to support the customer and track
performance on existing services/processes. Tracking to include the
cost per transaction, operating profit and productivity measures
for the MSC to make recommendations that improve performance.
* Work closely with stakeholders to understand their requirements
and ensure shared services are meeting these needs effectively;
including performing system testing when there is a project that
dictates a system change to ensure effective operation/ integration
and maintaining and developing internal databases to support
discount and invoicing accuracy.
* Make connection between results and customer experience,
communicate findings and recommendations to drive performance.
Support process reviews and improvement initiatives to drive
improvement for customers.Job Responsibilities:
- Lead the identification, analysis, prioritization,
documentation and implementation of consistent key policy and
procedure improvements, standard operating procedures, tools and
methods that are repeatable and sustainable.
- Solves complex, multi-faceted problems facing day-to-day
operations; deliver simplified solutions that allow the department
to seamlessly provide customer service excellence. Support process
reviews and improvement initiatives to drive improvement for
customers.
- Proactively identify potential issues as a departmental expert
and collaborate with cross-functional partners to mitigate issues
and risks by planning/implementing solutions with a sense of
urgency. Responsible for performing system testing when there is a
project that dictates a system change to ensure effective
operation/ integration.
- Foster relationships with key cross-functional partners and
internal stakeholders, and develop strong partnerships to obtain
results on behalf of the department Assist in the resolution of
issues encountered by the business/partners (internal) related to
tools and applications. Communicates' system issues with
stakeholders.
- Align policy, procedure and process with other lines of
business to ensure consistent customer service experience.
- Works on issues of diverse scope and complexity where analysis
of data requires evaluation of identifiable factors demonstrating
good judgment in selecting methods and techniques for obtaining
solutions.
- Identifies need for and develops analysis tools such as
distribution and trending reports, tables, executive summaries,
spreadsheets, graphics, presentations, and flow charts, for
implementation of new systems, processes, procedures,
methodologies, policies or organizational changes.
- Applies mathematical analysis to determine validity and
reliability of sampling and statistics. Investigate business data
for trends and patterns, apply statistical models and techniques,
and formulate insights, KPIs, and other business critical measures
to inform strategy and decision making.
- Serves in a consulting or subject matter expert capacity to
ensure the team accomplishes project activities and
objectives.
- Provides team leadership or consulting support on generally
highly complex assignments and tasks.
- Leads the mentoring of others.
- Also responsible for other Duties/Projects as assigned by
business management as needed such as maintaining and developing
internal databases to support discount and invoicing
accuracy.Education:
- Bachelor's Degree Or 5 years of related experience in lieu of
degree. Master's degree preferredWork Experience:
- 4-7 years Related work experience.
(Required)#LI-Corporate#LI-Hybrid* At least 18 years of age*
Legally authorized to work in the United StatesAt 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 paid 12
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 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---.--- Never stop growing!T-Mobile 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.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.
Keywords: T-Mobile, Lenexa , Sr Analyst, Service Management Office, Executive , Overland Park, Kansas
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