Sr. Manager, Contact Interactions Analytics

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Job Overview

The Sr. Manager, Contact Interaction Analytics leads a team of speech analytics managers and analysts who deliver actionable insights from contact center interactions—including call recordings, speech analytics, messaging, and social interactions. This leader shapes the long-term analytics vision for the Consumer organization by applying advanced analytical techniques including speech analytics, data science, machine learning, and business intelligence to drive superior customer experiences.

This role serves as the enterprise subject matter expert for contact interaction data, owning the configuration and optimization of speech analytics platforms, AI Speech Tools and capabilities and building executive-level narratives from complex analyses. The Sr. Manager partners cross-functionally with marketing, product, operations, and Customer Service training teams, influencing strategy through data-driven storytelling and a deep understanding of the customer journey.

Job Responsibilities

• Lead and develop a team of speech analytics managers, and analysts—owning coaching, performance management, hiring, staffing, and professional development. Build a culture of analytical excellence, continuous improvement, and measurable business impact.

• Own the end-to-end project lifecycle: intake, analyst assignment, workload balancing, data collection oversight, analysis execution, and final delivery. Maintain a balanced team workload by managing day-to-day production and forecasting upcoming project demand.

• Configure and optimize the enterprise speech analytics platform (e.g., CallMiner,) to drive insights into interaction drivers across the business. Lead analysis plan development, database querying (MS SQL, Teradata, Azure, Snowflake), data validation, and data cleansing.

• Serve as a key point of contact for enterprise data and reporting solutions—delivering dashboards, reports, visualizations, and self-service environments that define product and campaign success metrics and benchmarks.

• Apply advanced analytical and statistical modeling capabilities to enhance decision-making and present prioritized, data-driven recommendations to all levels of the organization, including senior leadership.

• Construct executive-level presentations and distill complex analytical findings into clear, concise, and decision-impacting communications. Influence policy, procedure, and business practices through fact-based storytelling.

• Interact with and provide insights to teams across T-Mobile—including marketing, product, platform, and Customer Service—delivering data-driven recommendations that optimize customer and employee experiences.

• Provide or manage subject matter expertise for strategic projects, operational support, and Customer Service training curriculum development. Analyze productivity reports and team processes regularly to improve efficiency and effectiveness.

• Communicate business strategies and results frequently to both direct and indirect employees. Build strong, productive relationships within the team and across support functions.

• Bachelor's degree in a quantitative or computer-related field (mathematics, statistics, econometrics, operations research, computer science, data science, linguistics or equivalent) — Required

• Advanced degree (Master's or PhD) in a related quantitative field — Preferred

Work Experience

• 7+ years of related analytics work experience with a Bachelor's degree, OR 5+ years with an advanced degree — Required

• 4–7 years solving analytical problems using quantitative approaches (data science, statistics, machine learning) — Required

• 4–7 years of reporting and data visualization experience (Tableau, Power BI, or equivalent) — Required

• 3–4 years managing a team of analytics or speech analytics professionals with full people leadership responsibilities — Required

• 3+ years of experience with customer journey analytics or contact center interaction analytics — Required

• Advanced SQL analysis of complex datasets across multiple platforms (MS SQL, Teradata, Azure, Snowflake) — Required

• 4–7 years of experience with Python, R, or similar