Business Operations Analyst - Workforce Management

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 Workforce Management Analyst will be part of the Resource Planning group, responsible for managing and executing plans to efficiently hire and place 10,000+ employees in 20+ locations. Maintaining staffing to meet customer demand is a key component of success for any business, and the Workforce Management Analyst will play a key role in that success. Additionally, this highly analytical employee will provide additional support of ad hoc reporting and analysis that will be crucial to the functionality of the department.


Primary duties fall into the following categories:

  • Maintain and enhance employee hiring plan for short-term and long-term staffing 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
  • Analyze data and identify opportunities for improvement in performance and results
  • 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

Skills - Experience and Requirements

A successful Workforce Management Analyst will have the following:

  • Bachelor's degree from four-year college or university; two years related experience; or equivalent combination of education and experience
  • Advanced Excel skills required; knowledge of workforce management principles and any workforce management software
  • 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
  • Superior organization and time-management skills
  • Ability to work independently as well as with a team


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