Customer Care Analyst III

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
At Gen Mobile, we're committed to ensuring that cost is not a barrier to connectivity by making wireless service more accessible and affordable for al l. Customers can pay month-to-month, or if they qualify, apply for government subsidies, such as the federal Lifeline benefit, to reduce their bills. With budget-friendly plans, we empower p eople to stay connected to friends and family around the world without breaking the bank - all on America's Largest 5G Networks. Gen Mobile is not just a wireless provider; we're on a mission to bridge the digital divide and create a more inclusive and connected world for all.
Job Duties and Responsibilities
The Business Operations Analyst III is responsible for providing analytical support to the Customer Service and Operations team to optimize operational efficiency and improve customer satisfaction. This role involves analyzing data, identifying trends and patterns, and making data-driven recommendations to streamline processes, improve performance, and enhance the overall customer experience. The Business Operations Analyst II will work closely with cross-functional teams to gather and analyze data, develop reports, dashboards, and provide insights to drive operational excellence in the Customer Service and Operations Departments.
Key Responsibilities:

• Analyze call center data to identify trends, patterns, and areas of opportunity
• Develop and maintain reports, dashboards, and metrics to track and measure key performance indicators (KPIs) for the customer service team
• Collaborate with cross-functional teams, including operations, quality assurance, and IT, to identify and implement process improvements to enhance operational efficiency and effectiveness
• Conduct root cause analysis to identify underlying issues impacting customer service performance and develop solutions to address them
• Utilize data-driven insights to make recommendations for improving customer service processes, policies, and procedures
• Monitor and track customer service performance against established goals and objectives, and provide regular reports to management
• Support the implementation of new tools, technologies, and systems to optimize customer service operations
• Provide training and support to customer service team members on data analysis tools, techniques, and best practices
• Stay updated on industry trends and best practices related to customer service operations and proactively recommend improvements based on market trends and benchmarks
• Analyze and forecast workforce requirements to meet customer demand efficiently, and work with the Work Force Management team to develop schedules and staffing plans to ensure optimal coverage while minimizing costs
• Prepare regular cost performance reports for management with actionable insights
• Perform other duties as assigned

Skills, Experience and Requirements
Education and Experience:

• Bachelors degree or a minimum of two years of telecom, business, or customer service analytics related experience

Skills and Qualifications:

• Ability to prioritize and execute multiple tasks and well organized
• Excellent verbal and written communication skills
• Ability to work and think independently, and to exercise independent judgment
• Effectively organize, manage, and perform work assignments
• Proficiency in data analysis tools such as Excel, SQL, Python, or R
• Experience with data visualization tools like Tableau, Power BI, or Looker
• Must be flexible to accommodate changing business requirements
• Detail oriented
• Bilingual Spanish is preferred

Visa sponsorship not available for this role
Salary Ranges
Compensation: $72,623.00/Year - $103,730.00/Year
Benefits
We 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.