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in Alvin, TX

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Hours Full-time
Location Alvin, TX
Alvin, Texas

About this job

DISH's 11 U.S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer 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. Call Center Supervisor's oversee daily business operations and act as essential resources for our Customer Service Representatives in driving and insuring we are providing world class customer service to our business partners, employees, and ultimately our customers.

A successful Call Center Supervisor will have the following:

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to define problems, collects data, establish facts, and draw valid conclusions.

 

Requirements:

 

  • Prior supervisory experience required.
  • Bachelor's Degree and/or 3+ years of experience in customer service within a call center environment strongly preferred.

The Call Center Supervisor supervises and coordinates the activities of employees engaging sales, service, account management, returns and/or telephone complaints of customers to ensure that department performance requirements are met. This position is responsible for learning and developing in the three coaching skills sets: leadership ability, functional expertise and delivery, and administrative skills. Primary responsibilities:

  • Learns how to develop employees to a high level of competency and prepares them for career advancement opportunities.
  • Facilitates team meetings to ensure effective communications and that all team members have the most current information available.
  • Receives, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
  • Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries.
  • Properly analyzes and communicates department results, i.e. sales, productivity, QA and attendance.
  • Directly supervises non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems