DISH Business Operations Analyst - Sling Skill Management in Englewood, Colorado
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.
The Business Operations Analyst on the Sling Skill Management Team is responsible for day-to-day support for Sling Customer Service Representatives. This includes ensuring representatives are aware of all business changes, new tools and processes and initiatives to improve Sling Customer Service. This person will create and implement new processes and policies to improve the performance of our customer service agents in 4 call centers as well as the overall customer experience for our rapidly growing business. The Business Operations Analyst will work cross-functionally with multiple organizations within Dish and Sling 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 Sling 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
A successful Business Operations Analyst on the Skill Management Team will have the following:
Bachelors degree from four-year college or university; or three years related experience; or equivalent combination of education and experience
Ability to achieve great results while working with ambiguous scopes and changing priorities
Self-motivation, curiosity, and a willingness to learn
Excellent organizational skills; project management experience is a plus
Excellent written and verbal communication skills and the ability to communicate well with various stakeholders at all levels
Solid analytical skills, including technical proficiency with tools such as Excel
Vacancy Name: 2017-39901
External Company Name: DISH Purchasing Corporation
External Company URL: http://www.dish.com/