Wireless Ticketing Insights Analyst

ess Escalations team acts as business managers for the entire agent ticketing system--providing ticketing insights to improve the agent and customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers.

Key Responsibilities:

• Provide subject matter expert support for ticket strategy and design

• Manage ticket KPIs such as volume, rate, service level agreement

• Identify and drive initiatives that reduce ticket rate, prevent new ticket submissions, and improve the customer experience

• Collaborate with partners on ticket

  • Strategy and design
  • KPIs
  • Prevention/reduction initiatives
  • strategic change initiatives

• Meet performance metrics and produce quantifiable results related to ticket reduction and prevention

Skills, Experience and Requirements

Education and Experience:

• A bachelor's degree or 3+ years of relevant experience

Skills and Qualifications:

• Ability to achieve great results while working with ambiguous scopes and constantly changing priorities

• Be a self-starter with the drive and discipline to accurately complete a task on schedule

• Ability to deliver formal presentations up to senior managers; Ability to effectively communicate, share information, and influence up to head of/director level

• Proficiently able to define problems, collect data, derive insights, and use that to make sound recommendations: Strong problem-solving, analytical, and symbolic reasoning skills

• Success building strong collaborative working relationships with cross-functional teams

• Minimal travel is standard for this role

• Project management experience desired

• Basic SQL knowledge desired

Salary Ranges

Compensation: $63,150.00/Year - $90,000.00/Year
Benefits

We 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.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.