Customer Experience Manager, Porting & Technical Account Services - Execution

s will be responsible for overseeing, supervising, and developing our DISH Customer Experience Teams, including supervisory and non-supervisory employees, and driving performance goals throughout the site. This team is tasked with resolving porting and other advanced account issues.

Key Responsibilities:

• 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

Skills, Experience and Requirements

Education and/or Experience:

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

Skills and Qualifications:

• 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

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/Year
Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.