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Hours Full-time
Location Flushing, NY
Flushing, New York

About this job

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.

  • Associate’s degree; or 1 year related experience and/or training; and 3 years of customer service experience which entails a minimum of 2 year business operations experience (Scheduling, Command Center, and/or Technical Operations); or equivalent combination of education and experience
  • Performs ad hoc analysis of Center Performance as requested by Center and organizational leaders
  • Intermediate Excel experience is required. 
  • User level experience with workforce management applications a plus
  • Experience compiling data and presenting to large groups
  • One year in a call center environment preferred
  • Independently works to identify opportunities for improvement in Center performance and results
  • Managing routing and call alignment for enterprise
  • Tracking categories of data on a daily, weekly or monthly basis.
  • Monitoring all agents' skills, talk times, after call work, hold times, excessive break times, time spent in projects and training
  • Communicating with enterprise leadership on issues critical to operations.
  • Advanced project management skills with a focus on identification and implementation of innovative strategies and projects
  • Ability to work with vendors of applications and make recommendations for product improvement, troubleshoot and problem solve effectively
  • Recommends the final course of action among several alternatives for enhancements to operational policies, procedures, and systems
  • Able to implement resolution with little or no guidance from superiors and provide independent recommendations for process improvements
  • Informs and advises operating management and personnel about standard requirements to support compliance, including documentation procedures