Business Operations Analyst II - Wireless Skills

EchoStar•Centennial, CO

6d•Onsite

About The Position

As an Analyst within the Wireless Skills organization, this role will play a pivotal role in driving insights and strategy for our Customer Experience (CX) departments. This position is responsible for supporting the resolution of systemic issues, identifying root causes, and developing internal agent tools and documentation to streamline troubleshooting across the wireless organization. You will act as a strategic partner, ensuring our front-line teams have the resources and technical expertise necessary to deliver a world-class customer experience.

Requirements

Proven ability to define problems, collect data, establish facts, and draw valid conclusions. Experience using advanced data tools for more than surface-level reporting is required
Strong written and verbal communication skills with the capacity to deliver technical messages to non-technical audiences and influence stakeholders up to the Director level
Ability to achieve results while working with ambiguous scopes and constantly changing priorities in a fast-paced environment
Excellent written and verbal communication skills, with the ability to flex communication style for both technical and non-technical audiences and create and deliver presentations to teams across CXO and to Senior Managers, influencing up to Director level
1+ years of call center experience or BS in a quantitative field such as math, science, or business analytics
Visa sponsorship not available for this role

Nice To Haves

Candidates must be willing to participate in at least one in-person interview.

Responsibilities

Utilize AI tools and methodologies (e.g., GRACE call analyzer) to perform deep-dive call analysis, identify KPI trends, and implement process optimizations that shift agents from rote tasks to high-value complex resolutions
Prepare agents for the launch of new initiatives and features by identifying necessary training content and partnering with the training department to outline uptraining and targeted material
Serve as a technical SME for various wireless processes, including LTE networks, 4G/5G technologies, and mobile devices, providing guidance to resolve individual and systemic customer issues
Partner with cross-functional teams to bring solutions upstream, increase self-serve options, and refine intelligence-based routing to maximize operational efficiency
Perform call listening and conduct onsite roundtables or side-by-side sessions with agents. Use these insights to create actionable plans that improve key KPIs and enhance the agent experience
Prioritize and execute projects that drive EchoStar strategic objectives, including moving resources from manual flows into AI-driven tools like BOOSTER
Pull and analyze data from various sources (e.g., Tableau, Snowflake, Databricks) to perform needs assessments and cost-benefit analyses, ensuring insights are actionable and tell a clear, concise story