CSC Behavioral Analytics- Business Operations Analyst

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.

A successful Business Operations Analyst on this team will possess the following:

• Bachelor's degree from four-year college or university; or at least four years of related experience and/or training; or equivalent combination of education and experience. 
• Excellent analytical and quantitative skills; strong knowledge of Microsoft Office Products, specifically Excel and PowerPoint.
• Outstanding communication skills; ability to synthesize data quickly and tailor information for a wide spectrum of audience, ranging from executive leadership to call center agents on the frontline
• Strong project management skills; ability to coordinate multiple moving parts and overcome unexpected obstacles
• Relentless drive to influence cross-functionally with data, and turn recommendations into reality

A Business Operations Analyst within the Behavioral Analytics team will be responsible for identifying and executing business intelligence projects to generate actionable insights for business units across the Customer Service Center (CSC) organization and the rest of DISH. Our team’s main objective is to drive strategic changes through investigating agent/customer behaviors, assessing effectiveness of various customer-focused initiatives, and deciphering the high-level business impact.

Primary responsibilities fall into the following categories:

• Manage the planning, development, and implementation of analytical projects focused on pinpointing opportunities to improve agent performance and customer service tactics
• Synthesize research findings and other call center data to generate actionable recommendations for the Customer Service Center (CSC) organization and other business units
• Serve as an internal consultant and present recommendations to stakeholders at all levels of the organization, including executive leadership, field management, customer retention, and many others
• Collaborate cross-functionally with internal and external partners to implement proposed business changes
• Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position