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Sling TV · 2 weeks ago

Sling Command Center Analyst

Englewood, CO

Full-time

Onsite

Entry, Mid Level

$63K/yr - $75K/yr

2+ years exp

Sling TV, a brand under EchoStar, is focused on providing an award-winning TV experience to millions of customers. The Sling Command Center Analyst will be responsible for real-time monitoring of Sling TV functions, identifying issues, and managing communication with business stakeholders during incidents.

BroadcastingConsumer ElectronicsInternetMedia and EntertainmentMusicService IndustrySocial MediaTVVideo

No H1B

Responsibilities

Real-time monitoring of Sling TV functions (streaming across all devices, account management, ability to contact, etc) using a variety of data sources and dashboards

Initiate and manage a triage bridge when incidents arise

Manage and inform business stakeholders during incidents as needed (advise on customer-facing comms, advise on changes to marketing campaigns, provide agent talking points, etc)

Identify emerging issues that affect our consumers; this includes incidents on user platforms, applications, call centers, business tools, and social media

Work to effectively and efficiently solve problems in a team setting at times but primarily without teammates (team will be 4 total but only 2 work daily) in the Command Center

Analyze and maintain dashboards and platform KPIs to improve and heighten the customer experience

Serves as a basic subject matter expert associated with content, processes, and procedures

Assists in creating and maintaining SOPs within the Command center team role

Recreate user problems to escalate and speak to the user experience to help get the issue resolved promptly

Participate in defining, designing, and constantly improving Command Center processes and procedures

Identify key stakeholders as issues and improvement opportunities arise; these groups include but are not limited to Executives, Customer Care, Marketing, Operations, and Product Management; collaborate with these stakeholders to drive emerging issues to resolution

Qualification

TableauExcel/SheetsReporting toolsCommunication skillsHigh-pressure environmentsAttention to detailProblem-solvingSelf-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

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

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