Business Operations Analyst - Sling Command Center

DISH

Englewood, CO 80113

Posted 1 month ago

Job Description

Sling TV L.L.C. provides an over-the-top (internet delivered) television experience on TVs, tablets, gaming consoles, computers, smartphones, smart TVs and other streaming devices. Distributed across a variety of strategic device partners, including Google, Amazon, Apple TV, Microsoft, Roku, Samsung, LG, Comcast, and many others, Sling TV offers two primary domestic streaming services that collectively include more than 100 channels of top content. Featured programmers include Disney/ESPN, NBC, AMC, A&E, EPIX, NFL Network, NBA TV, NHL Networks, Pac-12 Networks, Hallmark, Viacom, and more. For Spanish-speaking customers, Sling Latino offers a suite of standalone and extra Spanish-programming packages tailored to the U S. Hispanic market. And for those seeking International content, Sling International currently provides more than 300 channels in 20 languages (available across multiple devices) to U.S. households. Sling TV is the #1 Live TV Streaming Service Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit www.Sling.com. 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 Sling. We are seeking a passionate, energetic and flexible individual to join the Sling Command Center team as an analyst. The business operations analyst will be responsible for identifying emerging issues that affect our consumers by monitoring real time data and be able to communicate these issues to fix teams and provide insights to senior leadership. They will work as an individual and as a team to perform daily/weekly tasks which help contribute to the day to day maintenance of Sling as a company and a service. They will be required to participate in various meetings and at times be the facilitator to ensure open communication. They should be comfortable working and multitasking in a corporate environment where priorities can change in a moment's notice. The Responsibilities: Become familiar with the Sling Command Center and all tools used within; build an understanding of key playback metrics and contact patterns to inform a variety of groups on the current customer experience in the app. Work with individuals and teams to understand reporting and data requirements and build reports on a regular and ad-hoc basis for various business teams and leadership, using a variety of analytical and visualization tools. Communicate and update team members and management with the current status of the customer experience, key features, fluctuating contacts, code/application deployments, and/or issues that are currently being reviewed and resolved. Participate in weekly meetings with the business, resolution teams, or agent management teams; creating a collaborating environment where customer experience is key. Provide feedback/insight from the POV of the customer and participate in defining, designing, and constantly improving Command Center processes and procedures. Identify emerging issues that affect our consumers.This includes incidents on user platforms, applications, call centers, business tools, and social media. Constantly scan and observe changes in system dashboards and platform KPIs to ensure the customer experience is stable. Complete daily tasks and routines in a timely manner. Participate in and/or facilitate weekly meetings with other departments within Sling During a business impacting issue (triage/incident), candidate needs to be able to calmly and efficiently test, determine impact, and get appropriate personnel involved immediately. Multi-tasking and taking lead is important during these situations as all of the below are expected of a single individual: Facilitate bridges Communicate with Execs and IT departments both on and off the bridge Make consistent and helpful notes in paging tool Draft concise specific communications and send out with regular cadence Communicate with agents/coaches to keep impact information constantly flowing to fix teams Use customer communication gateways to mitigate contacts. Able to communicate tech heavy language to the general public as well as leadership so all lines of business are aware of the issue at hand. Work 4/10 schedule with 3 days off (mandatory weekends and holidays) Shift available at the moment is a PM Shift (1PM - 11PM) Wednesday - Saturday or Sunday - Wednesday and AM Shift (6AM - 4PM) Sunday - Wednesday Someone who is a self-starter and able to define their day-to-day activities Bachelor’s degree from four year college or university and 2 years of relevant experience, or 3 to 5 years of relevant work experience, or a combination of education and work experience The ability to communicate effectively with senior executives and other business units to form strong cross-org and cross-enterprise wide relationships Strong collaborative/ teamwork skills; a problem solver with a results oriented mindset Attention to detail and ability to work with numbers and data to produce meaningful insights Passion for TV, Technology, and being a part of the Customer Experience Excellent Google suite skills with focus to Google sheets and pivot tables Compensation: $57,400.00/Year - $82,000.00/Year From versatile health perks to new career opportunities, check out our benefits on our careers website. Candidates need to successfully complete a pre-employment screen, which may include a drug test.



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