Bluefield Team Lead (OPS)

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 Team Lead will have the following: 

• Ability to read and interpret documents such as operating/maintenance/procedure instructions 
• Ability to speak effectively before groups of customers or employees of organization  
• Have the ability to effectively interact with all levels of organizational staff 
• Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills 
• Be flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced, growth-oriented and time-critical environment 
• High School Diploma or equivalent, College Degree preferred.
  

Team Lead's provide a real world experience to new and existing CSR’s and TSR’s by linking knowledge from the classroom to the skills necessary to provide the customer with a positive experience.  Team Lead’s provide the necessary development as well as hands on experience in a comfortable learning environment that encourages thier agents to practice skills learned during their continuing career with DISH.

Primary responsibilities: 

• Develops team member  
• Performs real time observations
  
• Assists Team Coach with the day to day operations of the team
  
• Conducts discussions on the agent’s call performance and provide constructive feedback  
• Provides quality customer and technical service through one-call resolution and establishing long-term customer relationships 
• Accurately responds to questions from team membesr and assist customers with product features, installation, setup, troubleshooting and hardware operations