Director of Call Center Operations (Denver, CO)

Director of Call Center Operations (Denver, CO)

DISH Network is an innovative industry leader distinguished by its pioneering spirit.  Since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners- all those for whom the status quo just isn’t enough.  Our Fortune 200 Company continues to define the curve in television entertainment.  We are always improving and extending our products and delivering greater value to people, including our workforce of 21,000 plus.  DISH Network is continually seeking candidates who possess high levels of energy, intelligence and the need to achieve.

DISH Network has an opportunity for a creative and innovative Director in one of our Customer Service Call Centers.  This is an exciting opportunity to manage one of our 11 call centers and contribute to the success of our company. With cutting-edge spot-beam technology and the lowest all-digital price in television programming, DISH Network continues to lead in changing the way the world communicates through innovative technology, quality products, and dynamic services.

Reporting to the Regional Director, the Director of Call Center Operations will exceptionally lead, and manage all inbound/outbound technical customer service operations for our call center located in Denver, CO.  This position will ensure continuous process improvement throughout the customer service network by providing leadership, direction and motivation to the workforce. 

• Establishes a communications process with the call center lead and supervisory staff, facilitating direction and operational stability.
• Communicates and reports all customer service performance objectives to ensure compliance with site and corporate goals.
• Provides and demonstrates effective leadership and soft skills in managing a dynamic call center operation to ensure attainment of departmental performance measurements and goals.
• Provides interface with other corporate departments regarding marketing, programming, human resource and all other pertinent issues.
• Produces and manages departmental budget.
• Participates on the Continuous Improvement and Quality Improvement Teams.  Designs and implements process improvements consistent with the direction(s) of the team(s).
• Inspirational, energetic and positive leader that’s comfortable speaking with large groups and has the ability to communicate with the public, media and franchises when appropriate.
• Implements innovative methods designed to effectively gather and assess customer feedback.
• Effectively leads, develops and retains his/her team while providing overall direction, coordination and evaluation of the site.

This position requires a Bachelor's degree from four-year college or university; five plus years related experience or equivalent combination of education and experience.