Department Summary
DISH is a Fortune 200 company 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 are doing it again with
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
Primary responsibilities will fall into the following categories:
- Monitoring call, chat, email, and social media routing and queues for multiple lines of business
- Working with a variety of departments across the entire organization to achieve optimal service levels
- Tracking contact center KPIs and produce reporting on an AdHoc, interval, daily, weekly, and/or monthly basis
- Monitoring all agents’ skills and overall skill performance
- Communicating with enterprise leadership on issues critical to operations
- Enforcing day-to-day business practices across enterprise teams
- Making recommendations on improvement of existing procedures and implementing new procedures
Skills, Experience and Requirements
Education: Bachelor’s degree and two years of workforce management experience; or five-plus years of related experience and training; or equivalent combination of education and experience
Skills and qualifications:
- Requires a high level of computer expertise, including office productivity suite (MS Office, Google Workspace)
- SQL knowledge is required and Python knowledge is preferred
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, standard operating procedures, and procedure manuals
- 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: $51,100.00/Year – $73,000.00/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.