Forecasting Analyst

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry.  Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves.  We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider.  We are doing it again with the launch of the first live, internet-delivered TV Service – Sling TV, that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We have a bold sense of pride, adventure, and desire to win – it’s in our DNA.  And we’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

Opportunity is here.  We are DISH.

A successful Forecasting Analyst will have the following: 

• Bachelor's degree from a four-year college or university; two years related experience; or equivalent combination of education and experience.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.
• Advanced 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.
• Strong oral and written communication skills with all levels of personnel, and ability to multitask in a fast-pace environment.

The Forecasting Analyst will be part of the Resource Planning group, responsible for accurately forecasting call volume and arrival patterns for 13M+ subscribers and 40+ call/chat types and languages.  Creating accurate forecasts to meet customer demand is a key component of success for any business, and the Forecasting Analyst will play a key role in increasing staffing efficiency for the call centers.  Additionally, this highly analytical employee will provide additional support of ad hoc reporting and analysis that will be crucial to the functionality of the department.

Primary duties fall into the following categories:

• Forecast agent offered inbound call volume and chat traffic for all DISH customers.
• Forecast call and AHT arrival patterns by 30 min interval for 40+ call/chat types and languages.
• Analyze data and identify opportunities for improvement in performance and results.
• Predict the call volume and AHT impact of channel takedowns and large PPV events.
• Coordinate with various departments such as Retention, Billing & Credit, and Programming to plan for business changes that may impact call volume and/or AHT.
• Present forecast to director and workforce management team leadership once per month.