Company Summary

DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America's First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.

Department Summary

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

• Responsible for the overall direction, coordination, and evaluation of this business unit
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Engage, teach, mentor, guide, and develop employees
• Demonstrates and ensures compliance with the DISH Customer First philosophy
• Oversees and communicates customer service performance objectives to customer service staff
• Interfaces with other departments through written and verbal communications to resolve all customer situations
• Ability to analyze data and monitor, transactions for any suspicious activities or patterns and implement strategies for continual improvement
• Maintain detailed records of investigations and outcomes
• Ability to effectively communicate, share information, influence, and deliver formal presentations up to VP level
• Present comprehensive data, conclusions and recommendations to senior/executive leadership. Excels in storytelling.
• Engages in the typical responsibilities of a manager including planning, evaluating, controlling, and tracking against goals, budget, and timetables
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Develop employees to a high level of competency and prepare them for career advancement opportunities
• Effectively manage time and balances multiple tasks
• Manages interdepartmental administrative functions
• Conduct audits to ensure adequate standards are met for attendance, payroll, performance documentation, and other employment paperwork/entries

• Minimum of 2 years of managerial experience in a call center support environment, risk management, or a related field

• Ability to work full-time on-site in our Christiansburg, VA or Denver, CO location
• Expertise in at least 3 functional areas of the call center support environment is preferred
• Strong written and verbal communication skills
• The ability to build working relationships with all levels of the organization and across business units
• Must have excellent planning / organizational, problem-solving, analytical, presentation, listening, and oral/written communication skills, leadership skills, time management, and decision-making skills, as well as general math skills, preferably with basic skills related to graphs, symbols, equations, etc
• Willingness to work flexible schedules including weekends, holidays, and evenings
• Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Write routine reports and correspondence
• Speak effectively before groups of customers or employees of the organization
• Define problems, collect data, establish facts, and draw valid conclusions