Call Center Staffing Analyst

Department Summary

 

DISH is a Fortune 200 company 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 its in our DNA. Were 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

 

As a Workforce Management Specialist, you will join a team of analysts and play a key role in helping the department achieve its service level and staffing goals.

 

Key Responsibilities:

• Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (ASA, ABA, occupancy, etc.)  
• Develop labor schedules to meet contact volumes and service levels
• Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi-system requirements for service level objectives, and forecast staffing levels for multiple Call Center teams 
• Work with the Leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as average speed of answer and abandon rate, and other specified Call Center goals and objectives  
• Analyze historical call volume and Call Center metrics such as AHT, Shrinkage, etc, and accurately forecast these in the future
• Balance multiple priorities with little or no direction and ensure deadlines are met
• Make recommendations as needed to meet service level goals by skill, site, day of week, and time of day; evaluating historical trends and future results
• Work closely with other teams including finance, analytics, marketing, and skill managers to understand changes in business operations and incorporate them in the models to set goals, implement initiatives, and monitor feedback loops to ensure quick updates to stakeholders and to identify any required changes in strategy
• Perform other duties and assignments as directed

Skills, Experience and Requirements

 

Education:  Bachelors Degree; or 2 years related experience and/or training; and 4 years of customer service which entails a minimum of 3 years workforce management experience; or equivalent combination of education and experience

 

Skills and Qualifications:

• Prefer high-level computer expertise, including use of MS Word, MS Excel, Google Suite, and WFM systems
• Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment
• Strong mathematical, analytical, communication, and organization skills
• Self-motivated and must excel in a minimally managed, high-profile position
• Knowledge of Call Center fundamentals

Salary Range
Compensation: $54,650.00/Year - $81,650.00/Year
Compensation and Benefits

We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

 

The base pay range shown is a guideline. Individual total 

compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.

 

This will be posted for a minimum of 3 days or until the position is filled.