Job: Customer Service Business Operations Specialist
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Jobing Description
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we?ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn?t enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. Come explore the big picture with us!
Our 11 U.S.-based Customer Service Centers provide award-winning, world-class customer service to millions of customers, 24-hours a day, 7-days a week. Our Customer Service and Technical Service Representatives, as well as our Sales Representatives, strive to consistently delight our customers by providing them with quality experiences.
The Customer Service Business Operations Specialist performs operational duties in a variety of business operation disciplines including real time management, queue utilization, and reporting on daily operations. This person is responsible for providing the enterprise with daily technical and business initiatives in addition to reporting on staffing and call analysis to enterprise management.
Skills / Requirements
- Manages routing and call alignment for enterprise.
- Works with Engineering to assist with research on technical issues.
- Tracks categories of data on a daily, weekly, or monthly basis for management.
- Monitors all agents skills, talk times, after call work, hold times, excessive break times, time spent in projects and training.
- Communicates with site leadership on issues critical to operation.
- Performs regular audits between systems to ensure accurate data.
- Creates new hire login tickets and facilitates team assignments.
Education & Experience
HS diploma or GED; or 6 months related experience and/or training; and 2 years of customer service experience which includes 1 year of call center experience; or equivalent combination of education and experience.
