Senior Call Center Operations Manager

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 Senior Operations Manager will have the following:

• Excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
• Bachelor’s degree from a four-year college or university or other applicable experiences
• 6+ years related experience within a call center environment is preferred
• 5+ years leadership/management or equivalent combination of education and experience
• Previous sales experience and/or an understanding of the mechanics regarding effective sales techniques
• The ability to build working relationships with all levels of the organization and across business units
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth oriented and time critical environment 
• Ability to work with mathematical concepts such as probability and statistical inference
• Ability to define problems, collect data, establish facts, and draw valid conclusions

The Senior Operations Manager is responsible for motivating, influencing, and supervising the team of Customer Service Managers to ensure site performance goals and objectives are met/exceeded and maintained.  This position is responsible for the overall direction, coordination, and evaluation of the Customer Service Business unit.  Also directly manages supervisory and non-supervisory employees. 

• Oversees and communicates customer service performance objectives to customer service staff
• Interfaces with other departments through written and verbal communications to resolve all customer situations
• Manages interdepartmental administrative functions
• Provides leadership, guidance and direction to Customer Service Managers, Coaches and Quality Improvement Teams
• Meets or exceeds sales performance goals
• Provides quantitative feedback to marketing services
• Communicates effectively with internal staff and external company customers
• Engages in the typical responsibilities of a senior manager including planning, evaluating, controlling and tracking against goals, budget, and timetables.
• Travels, as required, to attend meetings and conduct company business
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems