Team Supervisor
3 weeks ago
Company Overview
DISH Network L.L.C, a subsidiary of EchoStar, has been at the forefront of connectivity innovation for over four decades. Our extensive services encompass satellite television, live streaming, on-demand content, smart home installations, and mobile solutions, as we strive to establish America's First Smart Network.
Our portfolio includes renowned brands such as EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, and GenMobile.
Department Overview
The Customer Experience Operations (CXO) division is dedicated to enhancing customer satisfaction and accessibility to our diverse range of products and services. Our committed teams work tirelessly behind the scenes to refine the customer journey for millions across our brands while supporting our field representatives.
Key Responsibilities
As a leader, you will:
- Oversee non-supervisory staff, including responsibilities for recruitment, training, and performance evaluations.
- Mentor and develop new team members, fostering their growth and career progression.
- Collect and implement feedback from agents to enhance wireless service processes.
- Conduct team meetings to ensure all members are informed and engaged.
- Address escalated customer issues with expertise to guarantee satisfaction.
- Maintain standards for attendance, payroll, and performance documentation.
- Analyze departmental metrics, including sales and productivity, to communicate results effectively.
- Utilize various data sources to identify customer recovery needs and determine appropriate actions.
- Engage with customers via phone and email to resolve issues and gather insights.
- Implement solutions to improve customer experiences, including proactive outreach.
- Collaborate with other departments to streamline processes and tools.
- Stay updated on changes in business policies and procedures.
- Manage time efficiently while balancing multiple responsibilities.
- Handle inbound customer calls to provide exceptional service.
- Exemplify leadership qualities within the organization.
Qualifications
The ideal candidate will possess:
- A willingness to work flexible hours, including weekends and holidays.
- Expertise in at least three functional areas within a call center environment.
- A track record of meeting or exceeding performance expectations.
- The ability to interpret safety guidelines and operational manuals.
- Strong written communication skills for reports and correspondence.
- Experience in a wireless role is preferred.
- Effective public speaking skills for addressing groups.
- Analytical skills to define problems and draw valid conclusions.
Compensation
Salary Range: $54,650.00 - $78,100.00 per year.
Benefits
We offer a comprehensive benefits package, including health perks, flexible spending accounts, a 401(k) plan with company match, employee stock purchase plan, career development opportunities, and a flexible time-off policy. For more details, please refer to our benefits overview.
DISH Network is committed to equal employment opportunities and values diversity in the workplace. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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