Call Center Supervisor - Customer Damages Department
DISH Network is an innovative industry leader distinguished by its pioneering spirit.Ever since our establishment in 1980, we?ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn?t enough.Our Fortune 200 Company continues to define the curve in television entertainment.We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus.Come explore the big picture with us!
Our 11 U.S.-based Customer Service Centers provide award-winning, world-class customer service to millions of customers, 24-hours a day, 7-days a week.Our Customer Service Representatives strive to consistently delight our customers by providing them with quality experiences.
The Call Center Supervisor manages 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.
Develop employees to a high level of competency and prepares them for career advancement opportunities.
Manage customer damage claims to ensure they are handled correctly and resolved in a timely manner.
Work with DISH Network installation team to ensure proper processes are being followed .
Inspires team to provide the highest levels of customer satisfaction and operational integrity.
Practices the typical responsibilities of a supervisor in a customer service environment including: interviewing, mentoring, coaching, giving feedback, driving results, managing escalated calls, and employee retention.
Facilitates team meetings to ensure effective communications and that all team members have the most current information available.
Communicates and supports goals and objectives which impact the group and/or individuals.
Receives, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
Sponsors and actively participates in quality programs, providing input strategic planning, and formulation of policies and procedures and/or enhancements to existing practices.
Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries.
Properly analyzes and communicates department results, i.e. sales, productivity, QA and attendance.
Completes special projects and/or other tasks as assigned.
Also directly supervises 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.
High school diploma or general education degree (GED); and 1 year of experience in customer service within a call center environment.
