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The Customer Care Demand Planning team is looking for an energetic, self-directed, and detail-oriented candidate for the position of Business Analysis Manager. This individual contributor analyzes customer interactions with T-Mobile customer support systems and tools, including IVR, bots, and other automated methods. This person will provide key insights to leaders on system performance, evaluate impacts from newly-added functionality, identify opportunities to better serve our customers while meeting business goals, and develop reporting for use by our partners. This role is highly visible and requires robust partnership and collaboration across multiple teams. The ideal candidate is highly analytical, able to use data to derive conclusions and clear recommendations, and comfortable working with large and detailed data sets. To be successful in this position, the candidate must be able to communicate complex issues in simple terms, be comfortable with ambiguity, and possess the ability to work independently while producing a quality work product under tight timelines.
Job Responsibility
Interact with various teams across the T-Mobile to provide insights, analysis and recommendations that deliver data-driven, optimized experiences
Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments
Define product feature and campaign success metrics and benchmarks
Work with large, complex data sets to extract and summarize information using SQL, working in platforms such as Snowflake, Azure, and Databricks
Utilize analytical and modeling capability to enhance decision making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization
Construct executive-level presentations and present complex analytical findings in clear, concise and decision-impacting manner
Requirements
4-7 years Analytics experience solving analytical problems using quantitative approaches
Reporting & analyzing performance & data visualization (Tableau, Power BI, etc.)
Advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research
Experience with Python, R, Go or similar statistics or data science language preferred