Business Operations Analyst II - Skills Team

Department Summary

DISH is a Fortune 300 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 also pioneered 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 Skills team is responsible for setting our call center operations up for success. They will be responsible for overseeing the processes and metrics of an agent group, ensuring awareness of business changes, and implementing change to facilitate a superior customer experience. This role is on a corporate team and will not have field personnel reporting to them. They will serve as a subject matter expert and point of contact who will work in tandem with our Field Operations team to implement initiatives to simplify and improve our frontline agents’ jobs. They 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 effort.

Responsibilities: Primary responsibilities fall into the following categories:

• Design, prioritize, and execute projects that drive strategic objectives

• Identify process improvement, training, and staffing needs through site visits, agent focus groups, and data analytics

• Interface with field leadership to drive change through collaboration

• 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

• Simplifying the agent experience and by extension, the customer experience

Skills, Experience and Requirements

A successful Business Operations Analyst on the Skills team will have the following:

• Bachelor’s 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

Salary Range

Compensation: $57,400.00/Year - $82,000.00/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.