DISH

Workforce Management Specialist- Call Center

US-NJ-Roseland
Job ID
2017-39907
Category
Direct Sales

Summary

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.

Job Duties and Responsibilities

Primary responsibilities entail monitoring and reporting of real time call traffic via workforce management application; providing the enterprise with daily technical and business initiatives in addition to reporting on staffing and call analysis to enterprise management; communicating with executive leadership on critical operational needs.

 

Essential duties and responsibilities include the following: 

  • Based on daily trends makes appropriate decisions to successfully manage daily service levels
  • Adjusts forecasts, plans and schedules to reflect changes in expectations
  • Continuously monitors reports to ensure the Resource WFM team is balancing the needs of the business and DISH’s Inside Sales Agents
  • Performs ad hoc analysis of center performance requested by center leaders
  • Solid understanding of contact center operations including the WFM cycle, IVR concepts, skill routing and related terminology
  • Comfortable providing independent recommendations for process improvements
  • Other duties may be assigned

#LI-JW1 Roseland, NJ

Skills - Experience and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • HS diploma or GED; bachelor's degree preferred
  • 1+ years experience with workforce analysis/management required
  • Experience with Teleopti (workforce management system), RTA (Real Time Adherence), CUIC (Cisco Unified Intelligence Center), Avaya and Cisco Jabber, is a plus
  • The ability to run routine reports and write professional correspondences
  • Requires high level computer expertise, including word processing, maintaining spreadsheets and running reports out of multiple databases
  • Must possess excellent oral and written communication skills with all levels of personnel and be able to multitask in a fast paced environment

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