Operations and Project Management Analyst

Location US-CO-Englewood
Job ID
Customer Service Center (CSC)


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

The Operations and Project Management Analyst will be part of the Resource Planning group, responsible for efficient resource allocation to maintain target service levels across all business lines. This role has two distinct responsibilities – one is to own the workforce management software application and project manage the proposed software changes; another is to provide analytical support involving routine and ad hoc analysis. 

Maintaining staffing to meet customer demand is a key component of success, and the incumbent will play a key role in that success.


Primary duties fall into the following categories:

  • Understand all the functionalities of the workforce management software application and assume ownership of the product
  • Work closely with the call centers, IT and vendor teams to set goals, implement initiatives, and monitor feedback loop to ensure quick updates to stakeholders and identify any need for strategy change
  • Analyze data and identify opportunities for performance improvements in resource planning
  • Create and maintain tracking tools to optimize performance, and perform ad hoc analysis/reporting as needed
  • Maintain and validate short-term and long-term enterprise capacity plan for multi-skilled agents in call centers worldwide; partner with forecasting and operations teams to align capacity plan with shifting Enterprise needs
  • Make recommendations as needed to meet service level goals by skill, site, day of week, and time of day; lead staffing review meetings with management and analysts discussing historical and future scheduling results

Skills - Experience and Requirements

A successful Operations and Project Management Analyst will have the following:

  • Bachelor's degree from a four-year college or university in an analytical field; MS in analytical fields such as operations research, industrial engineering or related fields is a bonus
  • Knowledge of statistical analysis highly desired; knowledge of data mining and analysis tools including MS Excel, SQL, R, Python, etc. desired
  • Project management experience preferred; superior organization and time-management skills required
  • Strong analytical and mathematical skills to collect and interpret data to solve problems
  • Strong oral and written communication skills with all levels of personnel, and ability to multitask in a fast-pace environment
  • Ability to work independently as well as with a team required


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