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Sling TV · 13 hours ago

Sling Command Center Analyst

Englewood, CO

Full-time

Onsite

Entry, Mid Level

$63K/yr - $90K/yr

2+ years exp

EchoStar is reimagining the future of connectivity, and they are seeking a Sling Command Center Analyst to enhance the customer experience across their platforms. The role involves real-time monitoring of Sling TV functions, managing incidents, and collaborating with various teams to resolve issues efficiently.

BroadcastingConsumer ElectronicsInternetMedia and EntertainmentMusicService IndustrySocial MediaTVVideo

No H1B

Responsibilities

Monitor Sling TV performance in real time across streaming, devices, account management, customer contact, and related systems using multiple data sources and dashboards

Lead incident response by initiating and managing triage bridges, recreating user issues, and escalating with clear articulation of the customer experience

Proactively identify and analyze emerging consumer-impacting issues across platforms, applications, call centers, internal tools, and social media

Serve as a Command Center subject matter expert, maintaining and analyzing KPIs and dashboards to continuously improve customer experience

Communicate incident status and recommendations to business stakeholders, including guidance on customer-facing messaging, marketing adjustments, and agent talking points

Collaborate cross-functionally with Executives, Customer Care, Marketing, Operations, and Product Management to resolve issues and continuously improve Command Center processes, SOPs, and procedures

Qualification

TableauExcel/SheetsIncident managementHigh-pressure environmentsCommunicationAttention to detailSelf-starter

Required

Bachelor's degree from a four-year college or university and 2+ years of work experience, OR 4+ years of work experience, OR a combination of education and work experience

Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus)

Ability to remain calm and effective in high-pressure environments

Self-starter, ability to be proactive with minimal supervision

Strong communication skills

Strong attention to detail

Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus)

Ability to understand complex information during incidents and summarize it into simple to-understand updates