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Business Operations Analyst

2 months ago

Englewood, United States beBee S US Full time

Company Summary
DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America's First Smart Network™.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
The Business Operations Analyst on the Skills team is responsible for setting our call center operations up for success. They will be responsible for overseeing the processes and metrics of an agent group, ensuring awareness of business changes, and implementing change to facilitate a superior customer experience. This role is on a corporate team and will not have field personnel reporting to them. They will serve as a subject matter expert and point of contact who will work in tandem with our Field Operations team to implement initiatives to simplify and improve our frontline agents' jobs. They will work cross-functionally with multiple organizations within Dish acting as a strategist, internal consultant, and project manager to implement new company initiatives, simplify business processes, and reduce customer effort.
Key Responsibilities:

  • Design, prioritize, and execute projects that drive strategic objectives
  • Identify process improvement, training, and staffing needs through site visits, agent focus groups, and data analytics
  • Interface with field leadership to drive change through collaboration
  • Stay abreast of changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents
  • Cross-functionally work with groups with competing priorities and influence others to form a consensus
  • Simplify the agent experience and by extension, the customer experience


Skills, Experience and Requirements
Education and Experience:

  • Bachelor's degree from four-year college or university; or three years related experience; or equivalent combination of education and experience


Skills and Qualifications:

  • Ability to achieve great results while working with ambiguous scopes and changing priorities
  • Self-motivation, curiosity, and a willingness to learn
  • Excellent organizational skills; project management experience is a plus
  • Excellent written and verbal communication skills and the ability to communicate well with various stakeholders at all levels
  • Solid analytical skills, including technical proficiency with tools such as Excel


Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.