1. JobDescriptions/Qualificationsof COACH@DISH
Overview:
DISH's 11 U.S.-based Customer Service Centers provide award-winning service to millions of customers
throughout the nation. Customer and Technical Service representatives act as excellent information
resources for billing, programming and troubleshooting questions including suggesting ways for existing
customers to get the most value and enjoyment from their DISH experience.
Responsibilities:
The Call Center Supervisor supervises and coordinates the activities of employees engaged sales,
service, account management, returns and/or telephone complaints of customers to ensure that
department performance requirements are met. This position is responsible for learning and developing in
the three coaching skills sets: leadership, functional and administrative. Primary responsibilities:
 Learns how to develop employees to a high level of competency and prepares them for career
advancement opportunities.
 Facilitates team meetings to ensure effective communications and that all team members have
the most current information available.
 Receives, evaluates, researches and resolves customer issues that have been elevated and
require a higher level of expertise to ensure customer satisfaction.
 Ensures adequate standards are met for attendance, payroll, performance documentation and
other employment paperwork/entries.
 Properly analyzes and communicates department results, i.e. sales, productivity, QA and
attendance.
 Directly supervises non-supervisory employees; responsibilities include interviewing, hiring, and
training employees; planning, assigning, and directing work; appraising performance; rewarding
and disciplining employees; addressing complaints and resolving problems
Qualifications:
A successful Call Center Supervisor will have the following:
 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.
 Ability to define problems, collects data, establish facts, and draw valid conclusions.
 High school diploma or equivalent; 1 year of experience in customer service within a call center
environment Prior supervisory experience preferred