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
Supervises and coordinates job activities for employees in the Business Operation Specialist roles, specifically related to CXO (Customer Experience Organization) Operations in the local Resource Center.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Ensuring that company goals and business rules are met/adhered to in relation to the answering of inbound calls and the management and administration of outbound campaigns if outbound is a responsibility of the location.
Management and monitoring of all inbound and/or outbound call traffic.
Management and monitoring of all inbound and/or outbound staffed call center agents, including employee information, aux, attendance, and other schedule management.
Creates, implements and enforces processes as related to reporting, performance appraisals, and processes and makes recommendations to central scheduling and command
Studies and standardizes procedures to improve efficiency of subordinates.
Reporting summaries of CXO executive team and central business operations as to results of inbound/outbound calls.
Performs all special assignments and complex level projects assigned by manager or central business operations.
Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.
Directly responsible for exempt/non-exempt staff. Responsible for the performance of subordinates. Makes recommendations to superiors regarding hiring, term. decisions, training and discipline.
Skills - Experience and Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's Degree, or 2 years related experience and/or training, and 5 years of customer service which entails a minimum of 4 years business operations experience (scheduling, command center, technical operations, or other facets of workforce staffing management); or equivalent combination of education and experience
Ability to read and interpret documents such as safety rules, operating/maintenance/procedure instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry in relation to call center staffing management.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift over 10 lbs.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Standard office environment in local call center.
Regional Workforce Manager
Dish Network Corporation