Site Leader-Customer Service Center - Full-time

DISH's 11 U.S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer and Technical Service representatives act as excellent information resources for billing, programming and troubleshooting questions including suggesting ways for existing customers to get the most value and enjoyment from their DISH experience

A successful Call Center Site Leader will have the following:

• Bachelor's degree from four-year college or university; 8+ years related experience and 5+ years supervisory/management experience and/or training; or equivalent combination of education and experience
• Requires excellent leadership, communication and presentation abilities, analytical and problem solving skills, as well as experience with change management and vendor management
• Experience managing a large volume of employee including both direct and indirect reports
• Ability to effectively respond to and interact with all levels of the organizational staff
• Requires high level computer expertise, including use of database, word processing, spreadsheet and applicant tracking systems; intermediate to advanced proficiency in Microsoft Office applications
• Flexible and innovative in a fast paced, growth-oriented and time-critical environment

The Call Center Site Leader will lead and manage all inbound customer service operations for the call center. This position will ensure continuous process improvement throughout the customer service network by providing leadership, direction and motivation to the workforce. Primary responsibilities are described below:

• Establishes a communications process with call center leadership, at corporate and across the field organization as well as with supervisory staff, facilitating direction and operational stability
• Communicates and reports all customer service performance objectives to ensure compliance with center and corporate goals
• Provides and demonstrates effective leadership and soft skills in managing a dynamic call center operation to ensure attainment of departmental performance measurements and goals
• Participates on the Continuous Improvement and Quality Improvement Teams
• Designs and implements process improvements consistent with the direction(s) of the team(s)
• Disseminates information regarding the corporation, industry, competition and other relative issues to management staff