Business Operations Analyst II - Wireless Skills

Echo Star 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.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

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

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.

• 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 up training 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 round tables 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 Echo Star 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

• 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

Compensation: $63,150.00/Year - $90,000.00/Year

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:
Echo Star 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…