Workforce Management Specialist

Job Description

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

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

This role solves the problem of service level volatility by bridging the gap between planned schedules and real-time operational reality. Through proactive monitoring and strategic staffing pivots, this specialist ensures customer wait times remain minimal even during unexpected volume spikes or system outages. By managing intraday performance with high autonomy, they protect the organization's service level agreements and overall operational efficiency.

What Success Looks Like (Objectives)

• Maintain consistent service level agreements by identifying and mitigating queue variances in real-time

• Drive operational efficiency through the precise management of agent schedule adherence and exception tracking

• Achieve department occupancy goals by dynamically reallocating resources between communication channels based on intraday demand

• Enhance decision-making for leadership through the delivery of high-integrity intraday performance and absenteeism reports

• Minimize downtime impact by coordinating immediate response efforts during system outages or extreme volume volatility

• Optimize workforce planning workflows by utilizing AI-driven forecasting tools to anticipate and address staffing gaps before they impact the customer experience

Skills, Experience and Requirements

Core Skills and Competencies

• Critical experiences managing real-time contact center environments and navigating complex WFM software ecosystems

• Advanced analytical and mathematical capabilities to interpret intraday trends and translate data into actionable staffing adjustments

• Exceptional professional communication skills to manage stakeholder expectations during high-pressure operational shifts

• Demonstrated AI literacy, specifically in applying automated tools to refine intraday forecasting and resource optimization

• Strong collaborative problem-solving skills to resolve staffing risks and system outages in a fast-paced environment

• The ability to operate with high autonomy and self-motivation while managing high-profile operational priorities

Minimum Requirements

• Bachelor’s Degree in Business, Data Analytics, or a related field (or equivalent related experience)

• 2 years of experience in Workforce Management or Contact Center Operations.

• Required Technical Skills:

  • Proficiency in WFM software (e.g., NICE IEX, Verint, or Aspect)

  • Advanced expertise in MS Excel and Google Suite for data interpretation

  • Knowledge of call center fundamentals and queue management logic

• The work schedule consists of 8-hour daily shifts scheduled between 10:00 AM and 10:00 PM MDT (spanning the 10:00 AM - 7:00 PM - 1:00 PM - 10:00 PM windows). This role includes consecutive days off and requires working one day each weekend.

Visa sponsorship not available for this role

Salary Ranges

Compensation: $20.72/Hour - $29.62/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: EchoStar 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.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )