Customer Service and Operations Analyst III

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 Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we are the nation's fourth facilities-based wireless carrier and a new disruptive force in the market.
Job Duties and Responsibilities
The Business Operations Analyst III plays a critical role in supporting the Customer Service and Operations teams by delivering analytical insights that drive operational efficiency and elevate the customer experience. This role focuses on leveraging data to uncover trends, optimize performance, and enhance service delivery across all customer touchpoints. The ideal candidate will be customer-centric, data-driven, and passionate about continuous improvement.
Key Responsibilities:

• Analyze customer service data, including call center metrics and customer feedback, to identify trends, performance gaps, and opportunities to enhance the customer journey
• Design, build, and maintain dashboards, reports, and performance metrics that clearly communicate key performance indicators (KPIs), enabling leadership to make informed decisions
• Partner with cross-functional teams-including Operations, Quality Assurance, IT, and Workforce Management-to identify inefficiencies and implement improvements that directly impact the customer experience
• Conduct root cause analyses of recurring customer service issues, providing actionable recommendations to address service pain points and improve first-contact resolution
• Translate complex data into customer-focused insights that inform updates to service policies, workflows, and support channels
• Continuously monitor customer service performance against service level targets and customer satisfaction goals, delivering regular performance reports with insightful commentary and improvement plans
• Support the rollout and adoption of new tools, technologies, and systems that enhance service delivery and customer satisfaction
• Educate and empower Customer Service team members by providing training on performance metrics, analysis tools, and customer experience best practices
• Stay informed on customer service trends, benchmarks, and emerging technologies to recommend proactive strategies that align with industry standards and elevate customer satisfaction
• Collaborate with Workforce Management to analyze staffing needs, forecast demand, and develop schedules that ensure efficient coverage and high-quality customer interactions
• Prepare and present regular reports on cost performance, service efficiency, and customer satisfaction trends to senior leadership
• Perform additional duties and special projects as assigned

Skills, Experience and Requirements
Education and Experience:

• Bachelors degree in one of the following: Business Administration, Data Analytics, Operations Management, Information Systems or a related field
• 5+ years of telecom, business, or customer service analytics related experience

Skills and Qualifications:

• Ability to prioritize and execute multiple tasks and well organized
• Excellent verbal and written communication skills
• Ability to work and think independently, and to exercise independent judgment
• Effectively organize, manage, and perform work assignments
• Proficiency in data analysis tools such as Excel, SQL, Python, or R
• Experience with data visualization tools like Tableau, Power BI, or Looker
• Must be flexible to accommodate changing business requirements
• Detail oriented
• Bilingual Spanish is preferred

Visa sponsorship not available for this role
Salary Ranges
Compensation: $72,623.00/Year - $103,500.00/Year
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 shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.