DISH

  • Business Operations Analyst

    Location US-CO-Englewood
    Job ID
    2019-46746
    Category
    Customer Service Center (CSC)
  • Summary

    DISH is a Fortune 250 company with more than $14 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’s 11 U.S.-based Customer Service Centers provide 24/7, award-winning service to millions of customers throughout the nation. Customer and Technical Service representatives act as excellent information resources for billing, programming and troubleshooting questions, while Sales agents focus on selling DISH services and building new accounts.

     

    The Business Operations Analyst coordinates the activities of employees engaged managing cases, sales, service, account management, returns and/or telephone complaints of customers to ensure that department performance requirements are met and ensures all agents have needed tools, training and resources to succeed in their duties.

     

    Primary responsibilities: 

    • 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
    • Success Measurement – Actively report on the current status of projects work towards Enterprise Objects and Key Result measurements

    Skills - Experience and Requirements

    A successful Business Operations Analyst will have the following: 

    • A bachelor's degree and 3+ years of relevant experience; or equivalent combination of education and experience
    • Five years of experience in a call center or customer service environment
    • Supervisory experience preferred 
    • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
    • Ability to speak effectively before groups of customers or employees
    • Ability to define problems, collect data, establish facts, and draw valid conclusions
    • Advanced knowledge in Excel and SQL Databases to define problems, collect data, establish facts, and draw valid conclusions
    • Ability to generate business reports using the full Microsoft Office Suite
    • Experience with white glove customer service operations strongly preferred

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