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in Tulsa, OK

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Hours Full-time
Location Tulsa, OK
Tulsa, Oklahoma

About this job

 

Headquartered in Denver, CO, we are a Fortune 200 company that leads the pay-for-TV industry in the delivery of state-of-the-art technology and customer service.  With 11 Customer Service Centers across the US, we are committed to providing cutting edge products and the highest quality customer service while maintaining a high-energy workplace for our employees. 

 

 

 

Our Customer Service Manager position plays an integral role to support the success of the business by mentoring and guiding DISH employees through education, leadership development, and personal growth. In addition, the Customer Service Manager is responsible for motivating, supervising, and supporting the customer service staff to drive performance goals and ensure objectives are met and maintained.

 

A successful Customer Service Manager will have the following:

  • Strong written and verbal communication skills
  • Bachelors degree from a four year college/university
  • Two years related management experience and/or training; and at least one plus year of call center experience is preferred. 
  • The ability to build working relationships with all levels of the organization and across business units.
  • The ability to think outside the box to create strategic ideas
  • Must have excellent planning / organizational, problem-solving, analytical, presentation, listening and oral/written communication skills, leadership skills, time management, and decision making skills, as well as general math skills, preferably with basic skills related to graphs, symbols, equations, etc.

The Customer Service Manager is responsible for motivating; supervising and supporting the customer service staff to ensure sales performance goals and objectives are met and maintained.

 

Primary responsibilities are described in the following categories:

  • Challenges the norm to improve processes and procedures
  • Responsible for fostering and encouraging the DISH employees to become future leaders through education, leadership development and personal growth
  • Identify and communicate executive goals and partners with General Manager to establish and communicate site commitments to help achieve those goals
  • Coordinates with General Manager and local leadership to ensure consistency of site goals and initiatives at the manager, team, and agent levels
  • Identifies new ways to enhance and promote a positive workplace environment
  • Partners with site leadership to identify teams that are underperforming in specific metrics and develop a plan of action to increase performance
  • Manages a group of site supervisors to drive performance metrics within teams and develop employees for success within the organization
  • Partners with peers in other sites to identify and share best practices
  • Partners with local leadership to ensure goals are being achieved through appropriate techniques and to determine the necessary action for those demonstrating behaviors detrimental to the organization
  • Evaluate each skill and determine opportunities and challenges unique to those skills