1. Job Descriptions / Qualifications of Team Lead @ DISH
Overview:
A Fortune 200 company with 2011 revenues surpassing $14 billion, DISH aggressively recruits energetic,
driven and intelligent individuals who embrace the three core values of the company’s culture – pride,
adventure and winning. This internal mantra encourages staff to exceed expectations, overcome obstacles and
embrace a competitive spirit in an effort to separate excellence from mediocrity. Join the DISH team for a
rewarding career that advances the company’s mission of providing an outstanding entertainment experience –
anywhere, anytime – to customers throughout the nation.
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:
A Team Lead provides a real world experience to our CSR’s by linking knowledge from the classroom to the
skills necessary to provide the customer with a positive experience. Team Lead’s provide the necessary hands
on experience in a comfortable learning environment that encourages new and current agents to practice skills
learned within the new hire classroom environment. They may also be assigned to a specific team to take
supervisor calls and answer questions on the team thread. When not assigned to a trainee or a team, Team
Lead’s also answer inbound technical and customer service calls relating to entertainment services and
products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and
general information requests.
 Develops New hire agents. Certifies new agents on call handling skills
 Provides floor support for all agent types. Continues development of current agents
 Facilitate team meetings and promote each employee to check updates daily so that every employee has
the most up to date information for their role.
 Assists with the knowledge transfer during the on the job training process
 Conducts discussions on the new agent’s call performance and provide constructive feedback
 Assist Coach in analyzing, developing performance improvement plans, and drive improvements in the
key performance indicators that our company utilizes
Qualifications:
A successful Team Lead will have the following:
 Proficiency with Windows 95 or higher.
 Strong organizational, time management and problem solving skills.
 Ability to regularly sit for long periods of time, speak and listen while typing.
 High school diploma, GED, or equivalent experience.
 Six-months of related customer service experience and/or training preferred.
 Willingness to work flexible schedules including weekends, holidays and evenings.