Coach - Customer Interaction Optimization Expert Team

Department Summary
DISH's first priority is customer experience, and our agents excel at simplifying lives and helping communities get the most from their TV experience. For over 42 years we have been tuned in to the needs of customers. It's why we've earned the J.D. Power accolade of being #1 in Overall Customer Satisfaction six years in a row.
Job Duties and Responsibilities
As a part of Customer Experience Operations (CXO), the field delivery team's mission is to eliminate barriers to successful execution by developing partnerships across DISH that improve coaching, support, and success measures for all CXO field team members. Our branch of the team focuses on gathering information on what occurs in Customer Interactions (live and recorded) and provides feedback on processes that affect the agent and the customer experience.
The Coach, Customer Interaction Optimization Expert Team coordinates activities of employees who serve as skill experts and specialists to create recommendations on agent tools and other processes, test new processes, and provide feedback to skill owners, corporate operations managers, executives, and field leadership to improve customer and agent experience and ensures performance metrics are met and team executes on these primary functions.
This position is on-site at our Bluefield, WV location.
Key Responsibilities:

• Directly supervise 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
• Engage, teach, mentor, guide, and develop new employees
• Develop employees to a high level of competency and prepare them for career advancement opportunities
• Facilitate team meetings to ensure effective communications and that all team members have the most current information available
• Ensure adequate standards are met for attendance, payroll, performance documentation, and other employment paperwork/entries
• Support self and team members in understanding all skill processes and upstream decisions
• Properly analyze and communicate department results, i.e. sales, productivity, quality, and attendance
• Work with other departments to improve processes and tools
• Stay abreast of changes to business policies and processes
• Effectively manage time and balance multiple tasks
• Behave as a leader within the company at all times
• Handle inbound calls each week to maintain call proficiency

Skills, Experience and Requirements
A successful CXO Coach will have the following:

• Expertise in at least 3 functional areas of the call center support environment is preferred
• 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 organization
• Define problems, collect data, establish facts, and draw valid conclusions

Pathfinder Qualifications:

• No final consultations within 90 days of date of application
• Employees with workplace relationships must not work in the same management chain
• Maximum of 5 active Pathfinder applications at once
• Favorable PA score
• Supervisor supports your application
• Hourly employees in position for 6+ months: SE employees 1+ year

Salary Range
Compensation: $54,650.00/Year - $78,100.00/Year
Compensation and Benefits
We also 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.