Workforce Management Analyst - Full-time

The Direct Sales team works to acquire new subscribers using a combination of face-to-face, telephone, and internet-based selling. As a part of the cross-functional team that includes Marketing and In-Home Services (installations), Direct Sales works to ensure that DISH continues to grow beyond being the third largest pay-TV company in the US.  This position is a key contributor to our operational business and works within a department with broad visibility.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• HS diploma or GED; some college is preferred
• 3+ years related business operations experience (Scheduling, Command Center, and/or Technical Operations); or equivalent combination of education and experience
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• The ability to write routine reports and correspondence
• Requires high level computer expertise, including word processing, spreadsheet, and presentation applications, ability to train preferred
• Must possess good oral and written communication skills with all levels of personnel and be able to multitask in fast paced environment
• Experience with Aspect, RTA (Real Time Adherence), CUIC (Cisco Unified Intelligence Center), Avaya and Right Now Chat is preferred

Primary responsibilities entail monitoring and reporting of real time call traffic via workforce management application.  Provides the enterprise with daily technical and business initiatives in addition to reporting on staffing and call analysis to enterprise management Communicates with executive leadership on critical operational needs.

Essential duties and responsibilities include the following: 

• Based on daily trends makes appropriate decisions to successfully manage daily service levels
• Adjusts forecasts, plans and schedules to reflect changes in expectations
• Continuously monitors reports to ensure the Resource WFM team is balancing the needs of the business and DISH’s Inside Sales Agents
• Performs ad hoc analysis of center performance requested by center leaders
• Solid understanding of contact center operations including the WFM cycle, IVR concepts, skill routing and related terminology
• Comfortable providing independent recommendations for process improvements
• Other duties may be assigned

#LI-JW1 Roseland, NJ