Wireless Care Skills Strategist I
US-CO-Englewood
Attract-careers1
Req #: 91401
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: Echostar is seeking a strongly motivated Wireless Care Skills Strategist II to drive go to market care initiatives within the Customer Experience Wireless Skill Management department. Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers. Key Responsibilities: * Actively and consistently develop projects to simplify and enhance the customer experience * Demonstrate expertise around products to provide technical SME support * Develop training material by using a combination of data, observation and feedback to discover opportunities in current support material * Work in our onsite locations to collaborate and support in order support the ongoing changes in the business * Physically sitting with our frontline team by doing roundtables and side by sides and putting forth recommendations based on your observations * Continuously improve content and processes used to provide a world class customer experience * Coordinate collaborative activities through partnership with other departments within the company on strategic change initiatives * Design, prioritize, and execute projects that drive CXO and Echostar strategic objectives * Influences others within the job area through explanation of facts, policies and practices Qualifications: Education and Experience: * A bachelor's degree or 3+ years of relevant experience Skills and Qualifications: * Ability to achieve great results while working with ambiguous scopes and constantly changing priorities * Self-motivation and ability to maintain a positive attitude in the most stressful situations * Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to training * Excellent organizational and time management skills * Capacity to deliver a technical message to a non-technical audience * Ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions independently * Some travel is standard for this role * Project Management experience is desirable
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