Job Location: Englewood, CO
Job Detail:
Department Summary
DISH is a Fortune 250 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
We are seeking a passionate, energetic, and flexible individual to join the CXO Workforce Management Team as a Scheduling & Intraday Analyst(S&I Analyst). S&I Analyst in this posting will support the CXO agents in their assigned line of business. S&I Analysts should be able to work independently and communicate with their team’s leadership.
This individual will be responsible for schedule development and management that will effectively align with staffing requirements given by short-term forecasting and deliver staffing levels that consistently achieve service levels. The S&I Analyst will be part of the team that owns our preference based scheduling (PBS) process along with all other scheduling processes adapted by the CXO Workforce Management Team. In addition, the S&I Analyst will be responsible for processing time-off requests and manning the attendance hotline.
Primary responsibilities will fall into the following categories:
- Monitor daily, weekly, and monthly Service Levels and make recommendations for improvement by addressing scheduling inefficiencies
- Publish off-phone requests (Trainings, one-on-one coachings, team meetings, etc) to the appropriate agent schedule in a timely manner
- Maintain accurate schedules, absenteeism, and other agent-specific information in WFM Software
- Create new hire login tickets and facilitates team assignments
- Perform regular audits between systems to ensure accurate data
- Informs and advises operating management and personnel about standard requirements to support compliance, including documentation procedures
- Communicate with various levels of leadership on issues critical to operations
Skills, Experience And Requirements
A successful Scheduling & Intraday Analyst will have the following:
- Associate’s degree and one year of related experience; or three-plus years of related experience and training; or equivalent combination of education and experience
- 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)
- User-level experience with Workforce Management software(Teleopti, Aspect, NICE, etc)
- 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
Salary Range
Compensation: $39,200.00/Year – $56,000.00/Year
Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website . Successful completion of a pre-employment screen, to include a drug test and criminal background check.
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