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Forecasting Analyst

10/25/2018Call Center
Job Location:
Englewood, CO
Metro Area:
CO - Denver
Company Name: DISH
Website:  Click to Visit
DISH

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

 

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

 

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

 

Opportunity is here. We are DISH.

As a Forecasting Analyst you will be part of the Workforce Management group, which is responsible for forecasting workload requirements for 40+ call/chat types across 10+ languages, staffing 20+ call centers around the globe, scheduling 7000+ agents, and monitoring skill level queues real-time to ensure reasonable wait times for our customers when they contact DISH for support. Creating accurate forecasts to meet customer demand is a key component of our groups success as it allows staffing to be more efficient, getting DISH closer to its goal of free cash flow >$1B. Proper staffing also helps DISH become #1 in customer experience. From the customer’s side, calls are answered quickly by agents with the right skill set to handle their needs. From the agent’s side, being right-staffed means their occupancy is more consistent and they don’t get burnt out by back-to-back calls during their shift.

 

Primary duties fall into the following categories: 

  • Forecast call volume and ACT(average customer time) for 20+ call/chat types.
  • Collaborate with CSC skill mangers to understand call drivers and seasonality trends.
  • Predict the call volume and ACT impact of channel takedowns and large PPV events.
  • Coordinate with various departments such as Retention, Billing & Credit, and Programming to plan for business changes that may impact call volume and/or ACT.
  • Analyze data and identify opportunities for improvement in performance and results.
  • Present forecast to director and workforce management team leadership once per month.

 

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A successful Forecasting Analyst will have the following:

  • Bachelor's degree and one year of related experience; or two to four years of related experience and training; or equivalent combination of education and experience.
  • Strong analytical thinking and problem solving skills.
  • Ability to independently frame analysis, source data and drive to results; experience in Ad-Hoc analysis, process improvement.
  • Understanding of and experience utilizing MS Office tools, specifically Excel and Access.
  • Flexible, innovative and the ability to manage responsibilities and priorities in a fast paced and time-critical environment.
  • Sharp attention to detail; high personal standards for quality and thoroughness.​
 
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