Business Operations Analyst - Full-time

DISH is a Fortune 250 company with more than $14 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 third-largest pay-TV provider.  We are doing it again with the launch of the first live, internet-delivered TV Service – SlingTV, 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 Business Operations Analyst will have the following:

• Bachelor's degree from four-year a college or university; or three years related experience and/or training; or equivalent combination of education and work experience
• Excellent analytical ability, including technical proficiency with tools such as Excel; knowledge of SQL a plus
• Excellent written and verbal communication skills; ability to communicate well with various stakeholders at all levels
• Strong organization skills
• Gets stuff done; acts with urgency in order to meet deadlines

The Business Operations Analyst will be part of a team responsible for developing insights and analysis that help the CSC organization (Customer Service Centers) better understand issues impacting the business.  This person will research customer and agent behaviors to support company initiatives, improve business processes, and identify the root cause of undesirable customer service outcomes.  S/he will also partner with other teams to help develop solutions aimed at improving the customer experience and overall CSC performance.

Primary responsibilities fall into the following categories: 

• Provide analytical support to measure the impact of business changes and effectiveness of communications to achieve organizational goals
• Identify opportunities to improve operational efficiency by aggregating qualitative and quantitative data from multiple sources
• Support projects requiring collaboration across functional teams within the CSC organization and the entire company
• Stay abreast of changes to business rules, workflows, and tools that affect customers or call center agents
• Develop training and communications for agents to help educate customers of important changes to their accounts