Senior Business Operations Manager - Sling TV

Sling TV L.L.C., a subsidiary of DISH Network Corporation (NASDAQ: DISH), provides over-the-top television services including domestic and international live and Video-On-Demand programming. It is available on televisions, tablets, computers and smartphones. The Sling TV programming portfolio includes content from Disney, ESPN, HBO, AMC, Turner, Scripps, EPIX, Univision and Maker Studios. Sling International (formerly DishWorld) currently provides close to 200 channels in 18 languages across multiple devices to U.S. households. Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers. Visit .

• The individual needs to have the ability to motivate, inspire, influence and drive a large group of agents, trainers, supervisors, and managers for both internal and external partners
• The individual needs to drive the brand voice, be the ambassador for customer satisfaction as their number one goal, and be committed to bringing best care to Sling TV customer calls and make it a world class organization with unprecedented quality and results
• Bachelor's degree from four-year college or university; or four years related experience and/or training; and four plus years of experience; or equivalent combination of education and experience

• Strategically align with the growth vision of Sling TV
• Craft Call Center strategy that will support the growth vision
• Engage with other parts of the operations and Sling TV organization, and gather inputs, and incorporate into the call center strategy
• Ensure that all stake holders needs are addressed before execution
• Identify, hire, and manage a strong group of leaders for the call center operations
• Drive to results, with a specific emphasis on customer satisfaction, first call resolution and conversion ratios
• Manage day-day operations team, social agents team, and training team that includes third party call center vendor, Queens and Riverfront Sling TV support teams
• Engage with marketing and command center, and drive process, compliance and preparedness for service, sales, tech and other customer care contact points through the call center