Senior Social Media Business Analyst; AT&T Digital Experience
Responsible for building dashboards, analyzing call center and social media data, assisting with developing business cases and effectively communicating social media trends to Online, Call Centers and other external customers. Analyze, resolve and perform root cause analysis for any high impact of repetitive issues via social media venues and perform effective ROI analyses of social media projects as needed. Capture and extrapolate social media data to identify correlations to drive process improvements and enhancements. Create reports and presentations based on data collected from social media and call center data. Lead the development and implementation of operational performance metrics, process control points and results management. Work with consumer business units to identify methods of integrating social networking and community forums involvement into their strategies, initiatives and campaigns. Manage third party relationship with Listening Tool Vendor for reporting purposes and provide high level system support to ensure reporting requirements reflect current trends. Create business requirements for Reporting and Trending Analysis.
Required Skills, Experience, and Education:
- 3+ years experience in Social Media, Business Analysis, or Brand Management
- Bachelor’s degree or equivalent
- Proven ability to show leadership toward a common goal
- Knowledge of social media listening tools
At AT&T, we’re connecting the world like never before. Ready to get in on the action? Together we’ll do great things. If...