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at T-Mobile USA, Inc. in Overland Park, Kansas, United States 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 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 Reporting to the Senior Manager, Service Management Office (SMO), the Sr Analyst, SMO - Vendor and Performance Management is responsible for supporting the management of relationships between the SMO team and various stakeholders and communicating BPO vendor performance. This position will: Manage BPO providers to ensure adequate support is provided to internal business partner teams. This includes relationship management, governance, contract compliance and service delivery, and escalation resolution. Monitor and support real-time operations, metrics, and scheduling for the Magenta Services Center (MSC); track BPO vendor performance on existing services/processes and make recommendations to improve performance. Monitor performance of BPO vendors against internal and external benchmarks and analyzing performance data to identify trends, areas of underperformance, and opportunities for process improvement, track cost per transaction, operating profit and productivity measures. Job Responsibilities: Manage vendor relationship and performance. Communicate overall T-Mobile strategy to both internal stakeholders and the BPO provider. Work with business partners to ensure the BPO provider is working efficiently across the T-Mobile organization. Handle engagement wise escalations and ensure appropriate focus on impacting projects and change management. Manage broader BPO KPIs to track performance/ areas for improvement. Assist with establishing policies and procedures that vendors are to follow to accomplish programs/initiatives. Additionally, will perform quality checks to ensure the policies are abided by and monitor performance as necessary. Assist in reporting out on the performance of the BPO vendors to Magenta Services partners: Prepare monthly performance/ operational reports for Magenta Services governance meetings. Assist with business data analysis to investigate trends and patterns, apply statistical models and technical and formulate insights. Support development of comprehensive scorecard to track performance on existing services/processes of BPO vendors. Monitor performance of BPO vendors against external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement. Ongoing process reviews and improvement initiatives to drive greater efficiencies for internal and external stakeholders. Education: Bachelor's Degree Business, Information Systems, or similar degree (Required) Work Experience: 2 years Experience in business analysis, service management, or relationship management role 2-4 years Experience with process redesign methods (such as business process re-engineering, Six Sigma or total quality management). 2-4 years Experience of evaluating Vendor Performance. Demonstrate experience producing executive level analysis. Knowledge, Skills, and Abilities: Systems/Process Improvement/Management (Required) Strategic Thinking / Analytical skills (Required) Contract Management (Required) Cross Functional Relationships (Required) Analytics (Required) Project Management (Required) Leadership (Required) Microsoft Excel (Required) Microsoft... For full info follow application link. EOE Statement We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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