Customer Service Manager

DISH’s 11 U.S.-based Customer Service Centers provide 24/7, award-winning service to millions of customers throughout the nation. Customer Service Managers drive the business to ensure we are providing world class customer service to our business partners, employees, and ultimately our customers.

A successful Customer Service Manager will have the following:

• Extensive prior management experience required.
• Bachelor's Degree strongly preferred.
• 3+ years Call Center or Customer Service experience and 5+ years supervisory/management experience.
• Ability to effectively respond to and interact with all levels of organizational staff.
  
• Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills.
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth oriented and time critical environment.  Ability to travel 25% of the time.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables.

SUMMARY

Plans, coordinates, and directs training programs for the organization by performing the following duties personally or through subordinates.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Conducts needs analysis studies and confers with managers and supervisors to determine training needs.

• Compiles data and analyzes past and current year training requirements to prepare budgets and justify funds requested.

• Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.

• Selects appropriate instructional procedures or methods such as individual education, group instruction, self study, lectures, demonstrations, simulation exercises, role play, course curriculum, computer-based training and/or satellite distance learning.

• Organizes and develops training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.

• Maintains records and prepares statistical reports to training effectiveness.

• Effectively communicate and/or make presentations to senior level department management and non-department management on a variety of issues which may include trend analysis, process improvement, systems issues, and staffing issues.

• Collaborate with management team in knowledge sharing, problem solving, and providing positive leadership within assigned functional areas.

• This position may require night and weekend work, both scheduled and unscheduled.

• Other duties as required.  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.