Business Operations Analyst - Command Center

DISH is a Fortune 200 company with more than $15 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 fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – 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 are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. 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 and two years of related experience; or five plus years of related experience and training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, standard operating procedures and procedure manuals. 
• Requires high level of computer expertise, including use and writing of databases, word processing, excel, and presentation applications.  VBA and SQL knowledge and experience preferred.
• Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment. 
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations & ability to write routine reports and correspondence.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.

Responsibilities include operational analysis and reporting of real time call, chat and email traffic.  Ability to provide support and direction to all owned & operated and outsource call center sites by monitoring operations via workforce management, real time, and other applications.  Skillfully communicates with executive leadership on critical operational needs and possesses the ability to execute on those needs.

Business Operations Analyst will also have the ability to identify and implement innovative strategies and projects.  This position interacts with all levels of enterprise and effectively works with internal departments, vendors of applications and outsourced sites.

Primary responsibilities will fall into the following categories:

• Monitoring call, chat and email routing and queues for multiple lines of business.
• Working with a variety of departments across the entire organization to achieve optimal service levels.
• Tracking categories and producing data on an interval, daily, weekly, and/or monthly basis. 
• Monitoring all agents' skills and overall skill performance.
• Communicating with enterprise leadership on issues critical to operations. 
• Administering requirements to support compliance.  Making recommendations on improvement of existing procedures and implementing new procedures.