Workforce Management Specialist Job at DISH
Department Summary:
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.
This role can be performed out of Tulsa, OK or Roseland, NJ. Job Duties and Responsibilities:
Primary Responsibilities:
Other Responsibilities:
DISH is a Fortune 200 company with more than $15 billion in annual revenue 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.
This role can be performed out of Tulsa, OK or Roseland, NJ.
As a Workforce Management Specialist, you will join a team of real-time analysts in the Direct Sales Command Center and play a key role in helping the department achieve its service level and staffing goals.
Primary Responsibilities:
Monitor call queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are on track to meet daily goals- Monitors all agents skills, talk times, after call work, hold times, excessive break times, time spent in projects, and training in real-time
- Identify in real-time reasons for service level spikes, agent-state anomalies, and trends.
- Provide intra-day performance reports to leadership
- Analyzes center and agent historical performance and proactively communicates recommendations to improve service levels
- Perform regular audits between systems to ensure accurate data
Other Responsibilities:
Manage and maintain Call-Out line and report attendance incidents- Review and approve agent time off and schedule change requests
- Perform regular audits between systems to ensure accurate data
- Work closely with site leadership to assist in promoting schedule adherence and call time threshold guidelines
- Perform other duties and assignments as directed
#LI-TD4
Skills, Experience and Requirements:
- Bachelor’s Degree; or two years related experience and/or training
- Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment
- Strong analytical, communication, and organization skills
- Self-motivated and must excel in a minimally managed high profile position
- Knowledge of call center fundamentals
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.
Salary Range: USD $18.84 - $30.96 / Hour
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.
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