Call Center Staffing Analyst

Company Summary DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™. Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile. Department Summary Our Sales teams advocate for our products and the customers they serve. We’ve built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry. Job Duties and Responsibilities As a Workforce Management Specialist, you will join a team of analysts and play a key role in helping the department achieve its service level and staffing goals. Key Responsibilities: Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (ASA, ABA, occupancy, etc.) Develop labor schedules to meet contact volumes and service levels Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi-system requirements for service level objectives, and forecast staffing levels for multiple call center teams Work with the Leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as average speed of answer and abandon rate, and other specified call center goals and objectives Analyze historical call volume and call center metrics such as AHT, Shrinkage, etc, and accurately forecast these in the future Balance multiple priorities with little or no direction and ensure deadlines are met Make recommendations as needed to meet service level goals by skill, site, day of week, and time of day; evaluating historical trends and future results Work closely with other teams including finance, analytics, marketing, and skill managers to understand changes in business operations and incorporate them in the models to set goals, implement initiatives, and monitor feedback loops to ensure quick updates to stakeholders and to identify any required changes in strategy Perform other duties and assignments as directed Skills, Experience and Requirements Education: Bachelor’s Degree; or 2 years related experience and/or training; and 4 years of customer service which entails a minimum of 3 years workforce management experience; or equivalent combination of education and experience Skills and Qualifications: Workforce Management Forecasting experience Prefer high-level computer expertise, including use of MS Word, MS Excel, Google Suite, and WFM systems Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment Strong mathematical, analytical, communication, and organization skills Self-motivated and must excel in a minimally managed, high-profile position Knowledge of call center fundamentals Salary Ranges Compensation: $54,650.00/Year - $81,650.00/Year Benefits We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here:DISH Benefits. The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. This will be posted for a minimum of 3 days or until the position is filled.