Operations Analysis - Call Center Reporting and Analytics
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we've been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn't enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. Come explore the big picture with us!
Our 11 U.S.-based Customer Service Centers provide award-winning, world-class customer service to millions of customers, 24-hours a day, 7-days a week. Our Customer Service Representatives strive to consistently delight our customers by providing them with quality experiences.
Operations Analysts will analyze current and newly developed process, procedures, data and systems across multiple departments or locations. Advanced project management skills with a focus on identification of problems and implementation of solutions. Ability to communicate findings to various level of management, via reporting and/or tailored presentations.
· Possesses great analytical skills and is able to interpret data sets.
· Analyzes current processes and procedures in order to make recommendations to promote effective operations within and between departments.
· Manages the completion of difficult projects that are broad in nature by following general guidelines and using creativity and resourcefulness to meet established goals.
· Generates summaries of the analysis and include specific details, trends, agents? behavior, etc?
· Performs ad hoc analysis of Center Performance as requested by Center and organizational leaders.
· Expert level in MS-Office applications and Excel Ability to compile data and present to large groups.
· Evaluates performance against established metrics to determine acceptable levels of quality or efficiency for various business functions and units.
· Be able to provide independent recommendations for process improvements based on analysis performed.
· Independently works to identify opportunities for improvement in department performance and results.
· Maintains and applies expert knowledge of practices and procedures in area of expertise and maintains a broad knowledge of practices and procedures of other departments.
EDUCATION and/or EXPERIENCE
Relevant Bachelor's degree (B. A.) from four-year college or university; Bachelor's degree (B. A.) from four-year college or university and two plus years of experience; Associate's degree (A. A.) or equivalent from two-year college or technical school; and four plus years of experience; or equivalent combination of education and experience.
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