Call Center Supervisor
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 is responsible for motivating, supervising, and supporting the Customer Resolution Specialists reporting to the Customer Service Center Executive Offices. He or She recommends new enhancements and/or business improvement ideas to existing processes and procedures. Helps support new business opportunities and strategies. Ensures that accurate and sufficient data is available for the evaluation of direct report metrics, employee development, call volume, and determining trends. Provides direct interface to all other departments of the corporation's group of companies regarding any operational issues.
Responsible for managing the day to day operations of one or more team(s) reporting to the CSC Executive Offices.
Provides overall direction of lower level Customer Resolution Specialists in support of departmental objectives.
Participates in hiring, training and recruiting needs for departmental staff.
Develops and manages inter-department programs and procedures designed to ensure continuous process improvement within the CSC Executive Offices.
Assigns and oversees CSC Executive Offices related projects dedicated to optimizing the production floor effectiveness.
Adheres to and drives performance measurement expectations to improve overall employee performance and call management.
Informs higher level management of issues and/or concerns, on a daily and weekly basis.
Will manage personnel issues (hiring, performance appraisals, terminations, etc.)
2 years supervisory experience and 2 years of experience in a customer service call center environment. Experience in executive level customer service, customer service, Help Desk, and/or the resolution of highly escalated customer concerns is preferred.
