Business Operations Analyst - Staffing Analyst

Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable of turning ideas and strategies into world-class results.

A successful Forecasting Analyst will have the following: 

• Bachelor's degree and one year of related experience; or two to four years of related experience and training; or equivalent combination of education and experience
• Strong analytical thinking and problem solving skills
• Ability to independently frame analysis, source data and drive to results; experience in Ad-Hoc analysis, process improvement
• Understanding of and experience utilizing MS Office tools, specifically Excel and Access
• Flexible, innovative and the ability to manage responsibilities and priorities in a fast paced and time-critical environment
• Sharp attention to detail; high personal standards for quality and thoroughness

As a Staffing Analyst, you will be a key player on DISH’s workforce planning process. Your focus will be to reduce call center staffing costs and increase staffing efficiency through accurately forecasting agent requirements. 

• Forecast agent staffing requirements for 30+ call types
• Forecast agent behaviors such as attendance, aux, and attrition for 30+ agent types
• Collaborate with management and executives on an ongoing basis to create site level staffing requirements
• Coordinate with HR and call center resource managers to track agent hiring plans, training class size, agent career path movement, and attrition
• Track site level trending relative to staffing requirements to ensure goals are met
• Understand external factors that impact hiring and attrition and adjust site level staffing goals accordingly