Telesales General Manager

DISH Network’s National Sales Centers (NSC’s) are responsible for the acquisition of sustainable, profitable subscription based customers through our direct telesales channels. The GM of Telesales is responsible for all operational, human capital, and financial management within our NSC’s. The successful candidate must employ an unwavering commitment to integrity in process, employee leadership and management, and in ensuring customer needs come first; while at the same time, be highly entrepreneurial, performance and quota driven, and have a dedication to consistently exceed expectations in all measurable areas.

• Bachelor’s degree from a four-year college or university
• 6+ years related experience in telesales within a call center environment is required
• 5+ years leadership / management or equivalent combination of education and experience

The GM of Telesales must have high energy, intelligence, and a need for achievement. Responsibilities include:

• Leadership & Management - Manages a minimum of 200 telesales agents and managers in a contact center. Sets a standard by personal example of integrity, work ethic, commitment to exceptional customer satisfaction, operational efficiency and financial responsibility.  In addition, has direct day to day responsibility of staff development, coaching, training and employee relations issues.
• Talent Management & Productivity - Works in conjunction with Human Resources and Resource Planning but takes primary responsibly in sourcing, recruiting, on-boarding of all levels within the Direct Sales organization, and ensures period production and productivity goals are met or exceeded.
• Workforce Management - Works in conjunction with marketing, central planning and local resource management teams to forecast, schedule, and manage call volume projections, contact efficiencies, and to achieve or exceed aggressive queue management and service level goals.
• Customer Experience - Takes direct ownership in ensuring the team consistently, responsibly and ethically sells DISH Network products and subscription services, and that our sales process is aligned with our customers’ expectations and satisfaction. 
• Performance Management - Creates and sustains a performance driven culture by developing a competitive and enthusiastic environment.  Takes direct ownership and fully understands and embraces that within our highly competitive industry, results and performance are ‘must haves’ and that all company subscriber acquisition goals are consistently met or exceeded.
• Financial Management - Has direct P&L responsibilities, budget, and has a strong focus on operational efficiencies and cost control.