Workforce Management Specialist - Roseland New Jersey

Company: Dish
Location: Roseland, New Jersey
Posted On: 05/02/2025

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 consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to 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 and play 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 are on track to meet daily goals
• Monitor all agent's skills, talk times, after-call work, hold times, excessive break times, time spent in projects, and in training real-time
• Identify in real-time reasons for service level spikes, agent-state anomalies, and trends
• Analyzes center and agent historical performance and proactively communicates recommendations to improve service levels
• Perform regular audits between systems to ensure accurate data
  
  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 accurate data
  • Work closely with site leadership to assist in promoting 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 related experience and/or training
      
      Skills and Qualifications:
      
      • Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment
      • Strong analytical, communication, and organization skills
      • Self-motivated and must excel 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 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. More...

            

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