Workforce Management Specialist

DISH Network; Roseland (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in connectivity is seeking a Workforce Management Specialist to join their Direct Sales Command Center. This role involves monitoring call queues, analyzing performance metrics, and ensuring staffing goals are met. Ideal candidates will possess strong analytical and communication skills, with a Bachelor's Degree or equivalent experience. The position offers competitive hourly compensation and various health benefits.

Benefits

Flexible spending accounts

HSA

401(k) Plan with company match

ESPP

Flexible time away plan

Qualifications

• Bachelor's Degree or two years of related experience.
• Strong analytical, communication, and organizational skills.

Responsibilities

• Monitor call queues and agent utilization.
• Analyze center and agent historical performance.
• Manage and maintain Call-Outline and report attendance incidents.

Skills

Communication

Analytical Skills

Organizational Skills

Multitasking

Education

Bachelor's Degree

Two years of related experience

Job description

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

Our Sales team advocates for our products and the customers they serve. We’ve built a loyal customer base by selling to consumers, retailers, affiliate partners, distributors, and industry stakeholders with authenticity. The sales department is critical in driving demand and creating strategic partnerships across the industry.

Job Duties and Responsibilities

As a Workforce Management Specialist, you will join a team of real-time analysts in the Direct Sales Command Center, playing a key role in helping the department achieve its service level and staffing goals.

Key Responsibilities:

• Monitor call queues, agent utilization, and same-day staffing to ensure service levels and staffing needs meet daily goals.
• Monitor all agents' skills, talk times, after-call work, hold times, excessive break times, time spent in projects, and in training in real-time.
• Identify in real-time reasons for service level spikes, agent-state anomalies, and trends.
• Analyze center and agent historical performance and proactively communicate recommendations to improve service levels.
• Perform regular audits between systems to ensure data accuracy.

Other Responsibilities:

• Manage and maintain Call-Outline and report attendance incidents.
• Review and approve agent time off and schedule change requests.
• Perform regular audits between systems to ensure data accuracy.
• Work closely with site leadership to promote schedule adherence and call time threshold guidelines.
• Perform other duties and assignments as directed.

Skills, Experience, and Requirements

Education and Experience:

• Bachelor's Degree or two years of related experience and/or training.

Skills and Qualifications:

• Good oral and written communication skills with all levels of personnel and ability to multitask in a fast-paced environment.
• Strong analytical, communication, and organizational skills.
• Self-motivated and capable of excelling in a minimally managed, high-profile position.
• Knowledge of call center fundamentals.

Visa sponsorship not available for this role.

Salary Ranges

Compensation: $23.90/Hour - $34.05/Hour

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 is a guideline. Total compensation varies based on qualifications, skill level, and competencies, and is location-dependent.

Candidates must pass a pre-employment screen, which may include drug testing and DMV checks. Our company is committed to fostering an inclusive, equitable workplace where every individual has the opportunity to succeed. We provide individuals with criminal or arrest records a fair chance of employment, in accordance with applicable laws.

The posting remains active for at least 3 days, with extensions until the position is filled.