Department Summary
Gen Mobile is the newest brand added to the DISH Wireless family. At Gen Mobile, we deliver value without compromise, continually redefining what’s possible from a mobile carrier!
Our teams reimagine connectivity through new platforms, new business models and new ways of thinking. Today, we’re building a multi-brand wireless telco alongside DISH and its first-of-a-kind network to upend the retail market and deliver groundbreaking new experiences for all.
Together, we’ll draw on our legacies of disruption to change the way the world communicates.
Job Duties and Responsibilities
The Business Operations Analyst II is responsible for providing analytical support to the customer service team to optimize operational efficiency and improve customer satisfaction. This role involves analyzing data, identifying trends and patterns, and making data-driven recommendations to streamline processes, improve performance, and enhance the overall customer experience. The Business Operations Analyst II will work closely with cross-functional teams to gather and analyze data, develop reports, dashboards, and provide insights to drive operational excellence in the customer service department.
- Analyze call center data to identify trends, patterns, and areas of opportunity
- Develop and maintain reports, dashboards, and metrics to track and measure key performance indicators (KPIs) for the customer service team
- Collaborate with cross-functional teams, including operations, quality assurance, and IT, to identify and implement process improvements to enhance operational efficiency and effectiveness
- Conduct root cause analysis to identify underlying issues impacting customer service performance and develop solutions to address them
- Utilize data-driven insights to make recommendations for improving customer service processes, policies, and procedures
- Monitor and track customer service performance against established goals and objectives, and provide regular reports to management
- Support the implementation of new tools, technologies, and systems to optimize customer serviceb operations
- Provide training and support to customer service team members on data analysis tools, techniques, and best practices
- Stay updated on industry trends and best practices related to customer service operations and proactively recommend improvements based on market
Skills, Experience and Requirements
- Associate’s degree or a minimum of two years of telecom or business analytics related experience
- Strong interpersonal skills
- Ability to prioritize and execute multiple tasks
- Excellent verbal and written communication skills
- Ability to work and think independently
- Effectively organize, manage, and perform work assignments
- Intermediate level proficiency with Microsoft Office (Word, Excel, Power Point, etc.)
- Must be flexible to accommodate changing business requirements
- Bilingual Spanish a plus
Salary Range
Compensation: $65,800.00/Year – $94,000.00/Year
Compensation and Benefits
We also 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.