Coach - Full-time

DISH is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we've been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners. Our Fortune 250 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. We aggressively recruit energetic, driven and intelligent people to meet the demands of our exciting industry and to help us reach our vision of changing the way the world communicates. There has never been a more exciting time to join the DISH Network Team.

A successful Customer Service Center Coach 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.
• High school diploma or equivalent; 1 year of experience in customer service within a call center environment Prior supervisory experience preferred

The Customer Service Center Coach supervises and coordinates the activities of employees engaged 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, functional and administrative. 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