DISH

Call Center Senior Customer Service Manager

US-TX-Harlingen
Job ID
2017-41922
Category
Customer Service Center (CSC)

Summary

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 Senior Customer Service Manager (SOM) will ensure continuous process improvement throughout the customer service network by providing leadership, direction, and motivation to the workforce with a focus on recruiting, hiring, onboarding our newest agents in apprentice pod and the leadership development program.

 

Primary attributes/abilities:

  • Managing vision and purpose -Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations
  • Strategic Agility- Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans
  • Driving Change -demonstrates the ability to recognize where change is needed; can create/drive change throughout the organization; implement changes through processes, behaviors, and cultural adjustments
  • Interpersonal Savvy- Relates well to all kinds of people-up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships with corporate, Peers and Site business partners
  • Communicates and reports all customer service performance objectives to ensure compliance with center and corporate goals

The SOM role is a specialized, tactical role which focuses on:

  • Apprentice Pod –performance, engagement and attrition of the newest agents. The initial connection with the agent and the initial handoff to operations are critical to ensuring we’re setting up our new hires for a successful career at DISH.
    • Partnering with Training and owning the process from weeks 4 – 15
    • Level 2 transition to their permanent team
  • Recruiting & Hiring - the most crucial element in building the best team is starting with the best quality candidates
    • Partnering with HR & Operations run recruiting events
    • Own the interview process
    • Calibrate interviews & develop interviewers
    • New Hire welcome program
  • Leadership Development – Once we’ve recruited and hired the best coaches & managers, it’s imperative that we’re focusing on developing them to lead by example and coach behaviors
    • Build Mentor coach program
    • Partner with Site Leader to mentor Managers
    • Own Leadership Development workshops and execution
  • Continued development towards Site Leader succession

#LI-JB2 Harlingen, TX

Skills - Experience and Requirements

  • Bachelor's degree from four-year college or university; 8+ years related experience and 5+ years supervisory/management experience and/or training; or equivalent combination of education and experience
  • Requires excellent leadership, communication and presentation abilities, analytical and problem solving skills, as well as experience with change management and vendor management
  • Experience managing a large volume of employees including both direct and indirect reports
  • Ability to effectively respond to and interact with all levels of the organizational staff
  • Requires high level computer expertise, including use of database, word processing, spreadsheet and applicant tracking systems; intermediate to advanced proficiency in Microsoft Office applications
  • Flexible and innovative in a fast paced, growth-oriented and time-critical environment

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