DISH Network L.L.C.

  • CXO Business Operations Analyst – Skill Management

    Location US-CO-Englewood
    Job ID
    2019-48880
    Category
    Customer Service Center (CSC)
  • Summary

    DISH is a Fortune 250 company with more than $13 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 Business Operations Analyst on the Skill Management Team is responsible for developing and launching new initiatives in the Customer Experience Operations (CXO) organization. This person will create and implement new processes and policies to improve the performance of our customer service agents as well as the overall experience of our customers. The Business Operations Analyst will work cross-functionally with multiple organizations within DISH acting as a strategist, internal consultant, and project manager to implement new company initiatives, simplify business processes, and reduce customer contact rate.

     

    Primary responsibilities fall into the following categories:

    • Design, prioritize, and execute projects that drive CXO and DISH strategic objectives
    • Identify process improvement, training, and staffing needs through site visits, agent focus groups, and data analytics
    • Stay abreast of changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents
    • Cross-functionally work with groups with competing priorities and influence others to form a consensus
    • Synthesize difficult concepts and distill them into simple, intuitive solutions for both customers and agents
    • The work may focus on any of the Skill Team functions, not limited to, but including:
      • Defining processes that provide an unrivaled customer experience to retain existing business subscribers
      • Empowering our agents to add business subscribers
      • Ensuring we are protecting the interests of the business while supporting the Sales department to acquire new subscribers
      • Providing our internal agents the right support to meet their real-time needs while helping customers
      • Providing our dishNET subscribers with the best support experience while guiding them to a better internet solution
      • Providing customers with incredible support for our Sling Studio and Sling Box products

    Skills - Experience and Requirements

    A successful Business Operations Analyst on the Skill Management Team will have the following:

    • Ability to achieve great results while working with ambiguous scopes and constantly changing priorities
    • Self-motivation and ability to maintain a positive attitude in the most stressful situations
    • Relentless drive to challenge the status quo and improve processes with creative solutions
    • Excellent organizational and time management skills
    • Excellent written and verbal communication skills and the ability to communicate well with various stakeholders at all levels
    • Ability to study data and identify trends to formulate and implement solutions

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