Workforce Management Specialist

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. The Real Time WFM Specialist monitors contact center performance, agent adherence to schedules, and call volumes in real-time to ensure service level agreements are met. They proactively adjust staffing levels, manage breaks, and provide intraday reports to operations leaders, acting as the first point of contact for service variances. This individual needs to be able to operate independently and with little supervision. Key Responsibilities: Intraday Monitoring and Management: Track queues, agent states (e.g., in call, on break), and call volumes to prevent high wait times Schedule Adherence and Compliance: Ensure agents follow their assigned schedules and manage exceptions like tardiness or unexpected absences Operational Optimization: Proactively move staff between queues or adjust breaks to manage staffing levels and maximize occupancy Performance Reporting: A nalyze intraday trends, maintain data integrity in WFM tools, and generate reports on service levels and absenteeism Communication: Alert operations management of system outages, high call volume volatility, and staffing risks Skills, Experience and Requirements Education and Experience: Bachelor's Degree or two years related experience and/or training Prefer high-level computer expertise, including use of MS Word, MS Excel, and Google Suite, and WFM systems Knowledge of call center fundamentals Previous WFM experience preferred Skills and Qualifications: Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment Strong mathematical, analytical, communication, and organization skills Self-motivated and must excel in a minimally managed, high-profile position 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 leaves@dish.com 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 ) Candidates must be willing to participate in at least one in-person interview. The Real Time WFM Specialist monitors contact center performance, agent adherence to schedules, and call volumes in real-time to ensure service level agreements are met. They proactively adjust staffing levels, manage breaks, and provide intraday reports to operations leaders, acting as the first point of contact for service variances. This individual needs to be able to operate independently and with little supervision. Key Responsibilities: Intraday Monitoring and Management: Track queues, agent states (e.g., in call, on break), and call volumes to prevent high wait times Schedule Adherence and Compliance: Ensure agents follow their assigned schedules and manage exceptions like tardiness or unexpected absences Operational Optimization: Proactively move staff between queues or adjust breaks to manage staffing levels and maximize occupancy Performance Reporting: A nalyze intraday trends, maintain data integrity in WFM tools, and generate reports on service levels and absenteeism Communication: Alert operations management of system outages, high call volume volatility, and staffing risks Education and Experience: Bachelor's Degree or two years related experience and/or training Prefer high-level computer expertise, including use of MS Word, MS Excel, and Google Suite, and WFM systems Knowledge of call center fundamentals Previous WFM experience preferred Skills and Qualifications: Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment Strong mathematical, analytical, communication, and organization skills Self-motivated and must excel in a minimally managed, high-profile position Visa sponsorship not available for this role