Agent Operations Specialist
US-CO-Englewood
Attract-careers1
Req #: 92870
Type: Fulltime-Regular
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Overview: 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. Responsibilities: The Business Operations Analyst on the Skills team is responsible for setting our call center operations up for success. They will be responsible for overseeing the processes and metrics of an agent group, ensuring awareness of business changes, and implementing change to facilitate a superior customer experience. This role is on a corporate team and will not have field personnel reporting to them. They will serve as a subject matter expert and point of contact who will work in tandem with our Field Operations team to implement initiatives to simplify and improve our frontline agents' jobs. They will work cross-functionally with multiple organizations within DISH acting as a strategist, internal consultant, and project manager to implement new company initiatives, simplify business processes, and reduce customer effort. Key Responsibilities: * Design, prioritize, and execute projects that drive strategic objectives * Identify process improvement, training, and staffing needs through site visits, agent focus groups, and data analytics * Interface with field leadership to drive change through collaboration * Stay abreast of changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents * Cross-functionally work with groups with competing priorities and influence others to form a consensus * Simplifying the agent experience and by extension, the customer experience Qualifications: Education and Experience: * Bachelor's degree from four-year college or university; or three years related experience; or equivalent combination of education and experience Skills and Qualifications: * Ability to achieve great results while working with ambiguous scopes and changing priorities * Self-motivation, curiosity, and a willingness to learn * Excellent organizational skills; project management experience is a plus * Excellent written and verbal communication skills and the ability to communicate well with various stakeholders at all levels * Solid analytical skills, including technical proficiency with tools such as Excel Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person on-site interview.
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