Business Operations Manager – Workforce Scheduling – Englewood, CO

Business Operations Manager – Workforce Scheduling – Englewood, CO

Posted On: 09/09/2015
Position Title: Dish Network, Business Operations Manager – Workforce Scheduling – Customer Service Center Workforce Management Team
Job Location: Englewood, CO
Job ID: 2015-32104
Contact: Bill Russo – william.russo@dish.com 
Overview:

Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable of turning ideas and strategies into world-class results.

Responsibilities:

The Planning Manager position falls within our Customer Service Center (CSC) Workforce Management Team, within CSC Operations which support our 23 call centers. As a Planning Manager, you will oversee the scheduling of approximately 11,000 agents. You will be responsible for maintaining expected service levels in our 23 domestic and international call centers. You will also be responsible for establishing strategies for appropriate long-term staffing levels by skill, making recommendations as needed, and ensuring proper execution.

Primary responsibilities fall into the following categories:

  • Strategic development and execution of initiatives intended to maximize staffing efficiency
  • Ensure proper long-term staffing levels by skill, site, day of week, and time of day
  • Support operational teams in the delivery of highly complex change management projects, ensuring workforce elements are planned, effectively managed, and delivered by agreed-upon timetable
  • Provide continuous oversight and leadership for organizational business improvement by analyzing present practices and performance
  • Provide reports with appropriate insights and recommendations for business improvements
  • Foster a challenging and equitable work environment, which encourages commitment, skills development, professional growth, and continuous improvement

Qualifications:

A successful Manager will have the following:

  • Bachelor’s degree from four-year college or university; or two years related experience equivalent combination of education and experience
  • Management experience, preferably 3+ people
  • Excellent project management skills, strong organizational skills, the ability to multi-task, and strong initiative
  • Strong leadership skills, with and across teams
  • Effective communication with all levels of the organization
  • Knowledge of workforce management principles, WFM software experience (preferred)
  • Advanced Excel skills