Wireless Experience Support Network Analysis Manager II
US-CO-Englewood
Attract-careers1
Req #: 92551
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: This position is responsible for leading and developing a team of analysts, ensuring efficient and effective resolution of technical Boost Mobile Network issues, and partnering across the wireless organization to develop tools and troubleshooting solutions for issues on networks, devices, or services while maintaining high customer satisfaction levels. In this role, you will be responsible for partnering with leadership to develop individual and department metrics, driving improvements to network service issues and troubleshooting quarter over quarter, and managing staff for efficiency and effectiveness. The position requires managing teams that service customers 24x7x365, and may be required to respond to urgent issues after normal hours, on weekends and on holidays. Key Responsibilities: * Operations Management: Manage employees ensuring clear expectations are provided and deliverables evaluated for accuracy and thoroughness to meet all service level agreements * Initiate Organizational Change: Drive internal processes for new business needs or delivery channels; support process development, changes to business rules, workflows, and tools that affect customers, agents, and analysts * Financial Management: Develop staffing models with manager guidance; review and optimize staffing and training plans that support existing and new growth initiatives along with efficiency improvements * Staff Management: Oversees hiring, training and recruiting needs; delivers timely feedback that leads to measurable employee growth, manages employee metric and qualitative feedback, and manages the employee performance appraisal process; coaches employees and provides developmental opportunities; providing opportunities for growth and purpose * Workflow Management: Works across departments to optimize workflow and ticketing process, drives real-time resolutions, and automation processes * Reporting: Provide Executive level reporting on varying cadences that includes staffing projections, team progress, and goal and metric performance in partnership with manager * Partnership: Build relationships with key internal and external teams who assist with resolving customer issues * Performance Management: Evaluate and optimize qualitative and quantitative goals, determining meets and exceeds targets for various analyst levels, and keeping team members accountable to success measurements with guidance from manager * Technical Aptitude: Demonstrate a high level understanding of Boost Mobile Network systems, technologies, devices, and internal and external team functions; use your knowledge, comfort with technical concepts, and ability to drill down with questions to inspire your team to challenge assumptions, innovate, and optimize recommendations and solutions Identify individual knowledge gaps and strategically coordinate training plans with support from manager Qualifications: Education and Experience: * BS in a quantitative field such as math, science, or business analytics or 1+ years of experience in data analytics * 1+ years of corporate or call center people management experience or proven mentorship of others Skills and Qualifications: * Excellent written and verbal communication skills, including championing messages to internal and external teams, with the ability to flex communication style for both technical and non-technical audiences, and creating and delivering presentations, project plans, and analysis to executive leadership across the enterprise * Experience with collaborating across teams, with a passion for team environments and building robust relationships across the organization * Ability to be reachable outside of normal working hours for escalated issues and to work flexible hours, which may include nights and weekends * Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs * Ability to learn quickly, prioritize, and work under pressure in an ambiguous and rapidly changing environment * Proactive and self-motivated with a customer-centric mindset * Experience working with case management applications in the wireless industry Visa sponsorship not available for this role
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