Job Description

DISH is a Fortune 250 company with more than $13 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.

We are seeking a passionate, energetic, and flexible individual to join the CXO Command Center team as a Business Operations Analyst. Responsibilities include operational analysis and reporting of real-time call, chat, email, and social media 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 Analysts will also have the ability to identify and implement innovative strategies and projects. This position interacts with all levels of the enterprise and effectively works with internal departments, vendors of applications, and outsourced sites.

Primary responsibilities will fall into the following categories:

Monitoring call, chat, email, and social media routing and queues for multiple lines of business

Working with a variety of departments across the entire organization to achieve optimal service levels

Tracking contact center KPIs and produce reporting on an AdHoc, interval, daily, weekly, and/or monthly basis

Monitoring all agents' skills and overall skill performance

Communicating with enterprise leadership on issues critical to operations

Enforcing day-to-day business practices across enterprise teams. Making recommendations on improvement of existing procedures and implementing new procedures

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 a high level of computer expertise, including office productivity suite(MS Office, Google Workspace). SQL and Python 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 work flexible hours including nights and weekends