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Wireless Operations Manager

2 months ago

Chandler Arizona, United States DISH Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Team Lead to join our team at DISH. As a key member of our Customer Experience Operations (CXO) team, you will play a critical role in simplifying lives and enhancing community access to our products and services.

Key Responsibilities
  • Directly supervise non-supervisory employees, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and resolving problems.
  • Engage, teach, mentor, guide, and develop new employees to ensure they have the skills and knowledge needed to excel in their roles.
  • Gather and implement feedback from agents on wireless processes to improve wireless processes and enhance customer satisfaction.
  • Develop employees to a high level of competency and prepare them for career advancement opportunities.
  • Facilitate team meetings to ensure effective communications and that all team members have the most current information available.
  • Receive, evaluate, research, and resolve 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.
  • Analyze and communicate department results, including sales, productivity, quality, and attendance.
  • Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios.
  • Communicate with customers through phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business.
  • Implement agreed-upon solutions, including account intervention and outbound calls, to improve the customer's experience.
  • Work with other departments to improve processes and tools.
  • Stay abreast of changes to business policies and processes.
  • Effectively manage time and balance multiple tasks.
  • Take inbound calls to assist customers and provide best-in-class customer service.
  • Behave as a leader within the company at all times.
  • Handle inbound calls each week to maintain call proficiency.
Requirements
  • Willingness to work flexible schedules, including weekends, holidays, and evenings.
  • Expertise in at least 3 functional areas of the call center support environment is preferred.
  • Must be meeting or exceeding current performance expectations.
  • Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Write routine reports and correspondence.
  • Currently in a wireless role preferred.
  • Speak effectively before groups of customers or employees of the organization.
  • Define problems, collect data, establish facts, and draw valid conclusions.