WFM Analyst

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 Mobile and Gen Mobile.

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.

The Workforce Management Team (WFM) within the Customer Experience Organization (CXO) is responsible for providing contact center capacity that delivers a consistent wait time experience for our customers regardless of when or how they contact us. The team’s functions include forecasting demand, capacity planning, scheduling and optimization, and budget planning. 

Key Responsibilities:

• Be the WFM subject matter expert on your assigned line of business
• Partner with the forecasting and capacity planning team to ensure all factors impacting demand and supply are accounted for in the forecasting and capacity plans
• Lead WFM review meetings with management and executives discussing historical and future results
• Understand big-picture strategy across assigned line of business and make strategic capacity planning recommendations accordingly
• Work closely with other teams including finance, data reporting, and customer strategy teams to understand changes in business operations and incorporate them in the forecast and plan mid-term capacity accordingly
• Partner with key stakeholders on cost-saving strategies for capacity planning and staff diversification
• Openness to new ways of thinking and acquiring new skills to retain a competitive advantage
• Perform other duties and assignments as directed

Education and Experience:

• Bachelor’s degree and 2+ years of relevant analytics experience

Skills and Qualifications: 

• Demonstrated skills in one or more of the following areas: data analysis/visualization, forecasting, statistical modeling, SQL, and Python
• Working knowledge of Calabrio, Aspect, NICE, or any other workforce management software
• Ability to assist in framing unstructured business problems with strategic, operational, and financial elements into executable strategic analyses with minimal manager assistance
• Executive-level communication skills, including the ability to present analytics results and insights in a highly polished, succinct form with minimal manager assistance
• Desire for a high level of responsibility and ownership and ability to work with minimal supervision; flexible, self-starter, comfortable working in a rapidly changing environment; results-oriented mentality with a focus on efficiency, accuracy, and quality
• Sharp attention to detail; high personal standards for quality and thoroughness; ability to deliver results on projects with demanding deadlines as well as establish personal deadlines and prioritization of work with autonomy; capacity to influence and persuade to drive business results at peer/manager level
• Strong business acumen and up-to-date with current industry trends

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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

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.