Coach- Call Center Supervisor

Job ID
Customer Service Center (CSC)


DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.


Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.


We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.


Opportunity is here. We are DISH.

Job Duties and Responsibilities

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

Skills - Experience and Requirements

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


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