Coach

DISH's 9 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 Supervisor will have the following:

• High school diploma or equivalent; 1 year of experience in customer service within a call center environment: prior supervisory experience preferred
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Write routine reports and correspondence
• Speak effectively before groups of customers or employees of organization
• Define problems, collect data, establish facts, and draw valid conclusions

* EDGE Qualifications:

• No final consultations within 90 days of date of application
• Employees with work place relationships must not work in the same management chain
• Maximum of 5 active EDGE applications at once
• Favorable PA score
• Supervisor support application
• SNE/hourly employees in position for 6+ months: SE employees 1+ year

The Call Center Supervisor supervises and coordinates the activities of employees engaged in 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:

• Directly supervise 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
• Develop employees to a high level of competency and prepares them for career advancement opportunities
• Facilitate team meetings to ensure effective communications and that all team members have the most current information available
• Receive, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
• Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
• Properly analyze and communicate department results, i.e. sales, productivity, QA and attendance