Operations and Strategy Analyst - Customer Service

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, we look to recruit outstanding candidates capable of turning ideas and strategies into world-class results.

A successful Operations and Strategy Analyst will have the following: 

• Bachelor's degree from four-year college or university; or equivalent combination of education and experience
• Strong organizational skills; process improvement and problem solving ability including structuring diverse and sometimes ambiguous problems to drive measurable business results; ability to collect data, establish facts, and draw valid conclusions; project management experience is a plus
• Excellent analytical ability, advanced math and financial modeling skills; including technical proficiency with tools such as Excel and SQL
• Ability to communicate technical concepts clearly and concisely in written and verbal form, and interact with all levels of organizational staff; proven ability to build cross-functional relationships
• Ability to handle / resolve competing interests and influence across a diverse organization without direct authority

You will be responsible for developing and launching initiatives used by the CSC organization (Customer Service Centers) as related to our loyalty customer retention and escalation agent groups.  You will be responsible for research and implementation of new processes, policies and call types to improve Customer Service Agent’s performance and the overall customer experience. You will work cross-functionally with multiple organizations within Dish, including IT, Marketing Retention, Marketing and Customer Service Training, acting as a strategist, internal consultant and project manager to define and execute projects that improve business efficiency, prevent customers from wanting to disconnect, reduce the need for customers to contact us, and create an industry leading customer experience. This position will require up to 20% domestic travel with potential for international travel.

Primary responsibilities fall into the following categories:

• Design, prioritize, and execute strategic projects that drive overall CSC and DISH strategic goals as they relate to Loyalty and Escalation call teams
• Serve as a consultant and liaison to various corporate entities looking to work with Customer Service Centers on projects related to the groups listed above: assist in prioritizing programs and projects based on functional needs, CSC strategic goals, resource capacity constraints, risk exposure, and interdependencies

• Stays abreast of changes to business rules, workflows, and tools that affect customers or agents, and develop training content to keep agents informed of feedback.  Performs analysis to measure cost/benefit of proposed changes
• Works with curriculum development team to prepare the required training to facilitate changes in business policy, procedures, and system implementations 
• Solicits feedback and input from agents via DishForum and roundtables, and follow through on feedback; feedback will be around changes and training, as well as ways to improve on the status quo
• Participate in workforce planning, call volume forecasting and incentive plan design as related to the Customer Service Agents involved in the launch of new projects

#LI-BR1 Englewood, CO