Business Analysis Manager, Demand Planning Contact Insights

T-Mobile • Frisco, TX

1d

About The Position

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! Job Overview The Customer Care, Demand Planning Contact Insights Team within the Consumer Group organization is looking for an exceptional individual contributor who can supercharge existing reporting and analysis to new heights. In this role, you will be responsible for ensuring new Digital/AI and Messaging Channel initiatives and experiences align with our strategic and organizational goals. The ideal candidate will possess a proven track record of success synthesizing complex data sets into easily digestible conclusions and/or recommendations to business problem statements. The Business Analysis Manager will be a subject matter expert for new Digital and Messaging initiatives that shape the future of T-Mobile’s Customer Care Experience. As part of the Contact Insights team, this role will leverage data to ensure emerging technologies enhance existing human experiences into a seamless omni-channel customer experience. Additionally, insights into customer behavior and customer engagement will support underlying drivers of forecast variance, post-mortem analysis, and evaluate impacts to the Customer Care organization from T-Mobile Projects & Initiatives to ensure appropriate staffing globally, optimize customer experience, and deliver on strategic planning and performance goals. This role is highly visible and requires robust partnership and collaboration with stakeholders across multiple departments in the organization including Digital, Marketing, Care Operations, and Network. The ideal candidate should possess a strong analytical background, utilize data to derive conclusions and clear recommendations, and thrive in a fast-paced environment. Communication of complex issues in simple terms, comfort with ambiguity, and the ability to work under pressure/tight timelines are critical to success in this position.

Requirements

• Strong Financial Modeling skills
• Proven experience with Business Case development
• Bachelor’s Degree or equivalent work experience required in quantitative discipline (Math/Statistics/Finance/Economics or other)
• 3+ years in an analytical role
• Proficiency in Microsoft Office with an emphasis on Excel
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• Telecommunication experience preferred
• Project Management experience
• Advanced Excel skills
• Snowflake / SQL / Teradata / Relational Database experience
• Proficiency with PowerBI
• Experience with the development of mathematical models
• Some knowledge of statistics is preferred, but not essential
• Minimum Required Associates Degree. Business, Economics, Finance, Mathematics, Statistics or other related field.

Responsibilities

• Support lifecycle analytics initiatives including data sourcing, analysis, interpretation, and executive-level presentation
• Independently construct complex models to drive long-range forecasts, staffing recommendations, and strategic decisions
• Perform post-mortem analyses to determine impacts from key business decisions
• Extract the big picture from detailed analysis, formulate robust conclusions, and prepare presentations and models to support conclusions of key drivers of performance (e.g. sales volume, gross margin, churn, value creation, etc.)
• Effectively collaborate with project teams to identify risks and opportunities and align to organizational goals
• Support Executive Level presentation development to influence leadership through fact-based analysis, clear communication, and negotiation
• Drive proactive cross-functional collaboration, influencing key stakeholders within Customer Experience, Marketing, Digital, and other support teams to implement recommendations
• Collaborate with Demand Planning and IVR teams to drive continuous process improvement and share best practices
• Ability to autonomously gather and analyze data; Proven analytical skills
• Advanced reporting and analysis, performance and data visualization (Tableau, Power BI, etc.)
• Advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research
• Proven track record of presenting complex findings in a concise, informative manner
• Strong problem-solver and intellectually curious (analytical/logical thinking, creative)
• Demonstrates ability to manage multiple priorities simultaneously and meet tight deadlines
• Demonstrates comfort with ambiguity and thinks outside-of-the box
• Strong communication skills (verbal and written)
• Ability to partner with and influence others with excellent networking skills
• Ability to learn by assimilating and applying new job-related information that may vary in complexity

Benefits

• 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.
• 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.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees