Call Center Floor Supervisor

The Dish Network is excited to announce the expansion of our customer support division and opening of our newest call center in Alvin, TX. This is an exciting opportunity to develop a emerging call center and contribute to the success of our company. If you seek a rewarding opportunity to build a lasting career, have a thirst for adventure and the desire to prove yourself, consider joining EchoStar, a Fortune 300 company that has redefined the entertainment industry in the U.S. through our consumer brand - DISH Network. Through DISH Network, we serve over 12 million customers with the latest in satellite TV programming offerings and technology, providing better TV for all.
We aggressively recruit energetic, driven, intelligent people to meet the demands of our exciting industry and to help us reach our vision of changing the way the world communicates. To add to our team of talented people, we are currently seeking a Customer Service Coach.
Summary:
Supervises and coordinates the activities of subordinates engaged sales, service, account management, returns and/or telephone complaints of customers to ensure that department performance requirements are met. As first line management, this position is responsible to perform as back up to the department manager, and to act as mentor and role model for departmental subordinates.

Education and/or Experience:
Bachelors degree from four-year College or university preferred; 3+ years related experience and 1-2 years supervisory/lead experience and/or training; or equivalent combination of education and experience. This position requires an elevated understanding of the processes, procedures and responsibilities performed by subordinate staff.
Essential Duties and Responsibilities:
-Ensures that staff performance is in compliance with established processes and proceeds and meets or exceeds departmental performance measurement standards.
-Facilitates team meetings to ensure effective communications and to ensure that all team members have the necessary information and resources available to provide the highest levels of customer satisfaction and to ensure the operational integrity of the shift.
-Receives, evaluates, researches and resolves and/or assists in resolving issues that have been elevated and require a higher level of expertise to ensure customer satisfaction requirements are met while providing enhanced skill and knowledge training to agents.
-May evaluate disconnected customer accounts and reconnects as appropriate.
-Supports staff in all aspects of productivity and performance management, including the provision of timely feedback and mentoring to elevate performance.
-Communicates and supports goals and objectives established and management decisions which impact the group and/or individuals.
-Sponsors and actively participates in quality programs, providing input strategic planning, and formulation of policies and procedures and/or enhancements to existing practices.
-Communicates effectively with internal staff and external customers.
-Completes special projects and/or other tasks as assigned.

Supervisory Responsibilities:
-This position is responsible for the overall direction, supervision, coordination, and evaluation of this unit.
-Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
-Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.




job Requirements


Minimum Qualifications:
-Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
-Ability to write routine reports and correspondence.
-Ability to speak effectively before groups of customers or employees of organization.
-Strong organizational, written and oral communication skills.
-Requires high level computer expertise, including use of database, word processing, spreadsheet, and presentation applications; demonstrated ability to train, motivate and mentor staff, and to effectively perform, present and implement customer service techniques.
-Evening, weekends and holidays required.