CX Operations & Insights Analyst II

EchoStar; Englewood (CO); Presencial; USD 63.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health perks

401(k) Plan with company match

Employee stock purchase plan (ESPP)

Flexible time away

Descripción de la vacante

EchoStar in Englewood, CO seeks an Analyst within the Wireless Skills group to drive insights and strategy for CX operations. You’ll help resolve systemic issues and build internal tools to streamline frontline troubleshooting.

With access to Tableau, Snowflake and Databricks data, you’ll partner across functions to improve KPIs, optimize agent training, and move processes toward AI-driven solutions like BOOSTER.

Formación

• 1+ years of call center experience or BS in math, science or business analytics.
• Strong data skills and ability to translate data into actionable insights.
• Ability to influence stakeholders up to Director level.

Responsabilidades

• Analyze call data to identify KPI trends and drive process improvements.
• Develop internal agent tools and documentation to streamline troubleshooting.
• Collaborate with cross-functional teams to create training content.
• Support AI-driven initiatives and enhanced routing for efficiency.

Conocimientos

Data analysis

KPI tracking

Stakeholder communication

Problem solving

Process improvement

Cross-functional collaboration

Educación

BS in quantitative field

Herramientas

Tableau

Snowflake

Databricks

GRACE call analyzer

Descripción del empleo

EchoStar in Englewood, CO seeks an Analyst within the Wireless Skills group to drive insights and strategy for CX operations. You’ll help resolve systemic issues and build internal tools to streamline frontline troubleshooting.

With access to Tableau, Snowflake and Databricks data, you’ll partner across functions to improve KPIs, optimize agent training, and move processes toward AI-driven solutions like BOOSTER.