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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

Key Responsibilities:

+ Develop and maintain accurate workload forecasts for all channels (e.g., phone, email, chat) to ensure appropriate staffing levels

+ Analyze historical data and identify trends to improve forecasting accuracy

+ Generate and distribute regular reports on key performance indicators (KPIs) such as service level, occupancy, and adherence

+ Collaborate with stakeholders to understand business drivers and incorporate them into forecasting models

+ Present findings and recommendations to leadership to support strategic decision-making

+ Conduct ad-hoc analysis to investigate performance issues and provide data-driven solutions

+ Maintain data integrity and accuracy within WFM systems and reporting tools

Skills, Experience and Requirements

Education and Experience:

+ Bachelor's degree in a quantitative field such as Mathematics, Statistics, or Business Administration is preferred

+ Proven experience in a WFM or contact center analyst role, with a focus on forecasting and reporting

+ Experience with cloud data platforms like Snowflake

Skills and Qualifications:

+ Strong analytical and problem-solving skills with the ability to interpret complex data

+ Proficiency in data analysis and modeling languages/tools such as Python (e.g., with experience in forecasting libraries like Prophet or Darts) and SQL

+ Familiarity with workforce management software (e.g., Calabrio, NICE, Verint, Aspect) and data visualization tools (e.g., Google Sheets, Tableau, Power BI)

+ Excellent communication and presentation skills, with the ability to explain complex data to non-technical stakeholders

+ Knowledge of contact center operations and metrics (e.g., AHT, ASA, Shrinkage)

+ Ability to work independently and manage multiple projects simultaneously in a fast-paced environment

Visa sponsorship not available for this role

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

Salary Ranges

Compensation: $63,150.00/Year - $80,000.00/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. 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.

We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. U.S. Citizenship is required for certain positions. EEO is the law.

At EchoStar, you have the right to request reasonable accommodations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]. This contact information is for accommodation requests only; you may not use this contact information to inquire about the status of an application.