Sling Command Center Analyst (Business Operations Analyst II)
US-CO-Englewood
Attract-careers1
Req #: 94087
Type: Fulltime-Regular
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Overview: Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience. Responsibilities: Responsibilities include real-time monitoring of Sling TV functions. Identify issues and work to escalate to the correct team(s) to find a resolution before it becomes an incident. Initiate and manage a triage bridge when incidents arise. Manage and inform business stakeholders during incidents as needed. Key Responsibilities: * Real-time monitoring of Sling TV functions (streaming across all devices, account management, ability to contact, etc) using a variety of data sources and dashboards * Initiate and manage a triage bridge when incidents arise * Manage and inform business stakeholders during incidents as needed (advise on customer-facing comms, advise on changes to marketing campaigns, provide agent talking points, etc) * Identify emerging issues that affect our consumers; this includes incidents on user platforms, applications, call centers, business tools, and social media * Work to effectively and efficiently solve problems in a team setting at times but primarily without teammates (team will be 4 total but only 2 work daily) in the Command Center * Analyze and maintain dashboards and platform KPIs to improve and heighten the customer experience * Serves as a basic subject matter expert associated with content, processes, and procedures * Assists in creating and maintaining SOPs within the Command center team role * Recreate user problems to escalate and speak to the user experience to help get the issue resolved promptly * Participate in defining, designing, and constantly improving Command Center processes and procedures * Identify key stakeholders as issues and improvement opportunities arise; these groups include but are not limited to Executives, Customer Care, Marketing, Operations, and Product Management. Collaborate with these stakeholders to drive emerging issues to resolution Qualifications: Education and Experience: * Bachelor's degree from a four-year college or university and 2+ years of work experience, OR 4+ years of work experience, OR a combination of education and work experience * Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus) Skills and Qualifications: * Ability to remain calm and effective in high-pressure environments * Self-starter, ability to be proactive with minimal supervision * Strong communication skills * Strong attention to detail * Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus) * Ability to understand complex information during incidents and summarize it into simple to-understand updates 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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