• Business Operations Analyst - Technical Operations

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

    DISH is seeking a strongly motivated Business Operations Analyst to drive operational strategy within the Technical Operations team in the Customer Experience Operations (CXO) department. Our Technical Operations team owns the customer experience as it relates to technical products, acting as business managers for thousands of technical support agents, strategically defining skills, processes, and tool usage to improve the customer experience, and serving as the liaison between contact center operations and a variety of impacting teams at the global office. 
    Primary responsibilities fall into the following categories:
    • Customer Experience – Actively and consistently support efforts to simplify and enhance the customer experience
    • Product Support – Develop expertise around products to provide SME support
    • Agent Support – Determine training material by using a combination of data, observation and feedback to discover opportunities in current support material
    • Process Improvement – Continuously improve content and processes used to provide a world class customer experience
    • Enterprise Change Driver – Collaborate through partnership with other departments within the company on strategic change initiatives


    Skills - Experience and Requirements

    A successful Business Operations Analyst in CXO Technical Operations will have the following: 
    • A bachelor's degree and 3+ years of relevant experience; or equivalent combination of education and experience
    • Advanced knowledge in Excel to define problems, collect data, establish facts, and draw valid conclusions
    • Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to training
    • Capacity to deliver a technical message to a non-technical audience



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