DISH is a Fortune 200 company that provides entertainment services and products to customers nationwide. A Team Lead at DISH provides training and support to customer service representatives by linking classroom knowledge to real world skills. Responsibilities include developing new hires, providing ongoing training to current agents, facilitating team meetings, and assisting with performance feedback and improvement plans. Qualifications for the Team Lead role include proficiency with Windows, strong organization and problem solving abilities, the ability to sit and type for long periods while speaking and listening, a high school diploma or equivalent experience, preferred prior customer service experience, and a willingness to work a flexible schedule.
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glh Hotels (parent company to Thistle Hotel, Amba Hotels and more) are a global 24/7 business, with learners widely dispersed across their multiple brands. Requiring a multi-device Totara LMS, glh Hotels joined forces with Mind Click to create a sleek, on-brand portal for each hotel brand, using just one instance of Totara LMS. Providing BYOD access and blended learning support, glh Hotels' learners completed over 18,500 e-learning courses in the first 6 months. Meredith Henson, Solutions Manager and in-house Totara expert shares how this was accomplished and how Totara LMS has transformed glh Hotels' training.
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Teleiman LLC’s experienced leadership leverages intelligent strategy, top people, best-practice training, and quality processes for ensuring the availability of outstanding results.
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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.