Over the past 30 years, DISH has built a talented group of leaders and support teams at our Resource Centers across the country. As the company continues to develop and offer new products and services to an increasing customer base, it looks to recruit outstanding candidates capable to turning ideas and strategies into world-class results.
Job Duties and Responsibilities
Directly supervise about 30+ on-shift Field Resource Coordinators (FRCs) to meet key operational metrics including job completion, Satellite TV Technician productivity,on-time arrival per service call, and customer satisfaction.
Provide developmental feedback to all direct reports (~10-15) regarding routing and coordinating efficiencies; coach direct reports to assure adherence to policies and procedures while completing all required daily supervisor tasks.
Act as first level escalation for any issues identified by FRCs.
Work to resolve routing and booking issues identified by FRCs and field operations partners
Collaborate with field operations partners to ensure "Best in Class" customer service, supporting both internal and external customers
Identify opportunities for process improvement; collaborate with business partners to determine how to document and implement process changes.
Act as first point of contact for all personnel issues within FRC team to include hiring, disciplinary actions, processing payroll & time off requests, as well as any other employment related items.
Provide training to new FRCs; perform monthly evaluations/review and deliver feedback sessions to direct reports.
Skills - Experience and Requirements
A successful Supervisor will have:
Bachelor's degree from four-year college or university strongly preferred; or equivalent and at least 2 years related experience and/or training; or equivalent combination of education and experience.
Strong written & verbal communication skills to direct employees and communicate with field partners.
Strong interpersonal skills to motivate and instruct employees.
Ability to act decisively and resolve problems.
Ability to reprioritize work load based on business goals and customer need.
General office knowledge involving filing, data entry, and multi-line phone system.
Dish Network Corporation