Contact and Conversation Insights Analyst Lead - DISH

Company Summary:

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.

Department Summary:

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.

Job Duties and Responsibilities:

We are looking for a data-driven Contact and Conversation Reporting Analyst Lead to join our Customer Experience Transformation team. In this role, you will be responsible for analyzing, tracking, and reporting on customer interactions, including contact reasons, while examining conversations to uncover deeper insights into customer needs and their experiences with our care channels. The ideal candidate will possess strong analytical skills and be able to provide actionable insights into the drivers behind customer contacts, helping to enhance the customer experience and optimize our care channels.

 

Key Responsibilities:

• Contact Reasons Reporting:
• Understand the reasons why customers contact our care channels
• Develop and maintain weekly reporting on contact reasons, highlighting any week over week changes
• Conversations Analysis and Insights:
• Leverage AI-based tools to analyze call recordings and chat transcripts to gain deeper insights into why the customer had to contact a live agent for support
• Investigate root cause of customer contact drivers
• Categorize insights to understand upstream and downstream opportunities for improvements
• Package insights and detailed analysis to tell the customer’s story to drive continuous improvement of customer experience
• Performance Improvement Initiatives:
• Share insights and findings with stakeholders to drive customer engagement and service delivery improvements
• Collaborate with cross-functional teams from operations and the business to share insights and gain support for improvement initiatives
• Trend Analysis:
• Analyze insights for seasonality and impact of business changes on contact drivers
• Work closely with the Voice of the Customer team to correlate conversation drivers and customer feedback

Skills, Experience and Requirements:

Education and Experience:

• Bachelor's degree in Business, Statistics, Data Analytics, or a related field
• 5+ years in a similar reporting or data analysis role, preferably within a wireless services or telecommunications environment

 

Skills and Qualifications:

• Proficiency with AI topic modeling
• Familiarity with Qualtrics XM platform
• Ability to interpret complex datasets and provide clear, actionable insights
• Strong written and verbal communication skills for reporting and collaborating with cross-functional team
• Proactive approach to identifying experience gaps and suggesting improvements
• Experience working in the wireless or telecom industry preferred
• Familiarity with CCaaS platforms preferred

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.

Salary Range:USD $72350.00 - $103400.00 / Year