Business Operations Analyst I

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
We are seeking a passionate, energetic, and flexible individual to join the CXO Command Center team as a Business Operations Analyst. Responsibilities include operational analysis and reporting of real-time call, chat, email, and social media traffic. Ability to provide support and direction to all owned & operated and outsource call center sites by monitoring operations via workforce management, real-time, and other applications. Skillfully communicates with executive leadership on critical operational needs and possesses the ability to execute on those needs. Business Operations Analysts will also have the ability to identify and implement innovative strategies and projects. This position interacts with all levels of the enterprise and effectively works with internal departments, vendors of applications, and outsourced sites.
Key Responsibilities:

• Monitor call, chat, email, and social media routing and queues for multiple lines of business
• Work with a variety of departments across the entire organization to achieve optimal service levels
• Track contact center KPIs and produce reporting on an AdHoc, interval, daily, weekly, and/or monthly basis
• Monitor all agents' skills and overall skill performance
• Communicate with enterprise leadership on issues critical to operations
• Enforce day-to-day business practices across enterprise teams; make recommendations on improvement of existing procedures and implementing new procedures

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree and two years of related experience; or five-plus years of related experience and training; or equivalent combination of education and experience

Skills and Qualifications:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, standard operating procedures, and procedure manuals
• Requires a high level of computer expertise, including office productivity suite(MS Office, Google Workspace). SQL and Python knowledge and experience preferred
• Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations & ability to write routine reports and correspondence
• Ability to work flexible hours including nights and weekends

Visa sponsorship not available for this role
Salary Ranges
Compensation: $27.00/Hour - $33.62/Hour
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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
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.