What are the responsibilities and job description for the CX Manager - Agent Tools position at DISH?
The Customer Experience (CX) Team at Sling TV aims to craft and refine all customer-facing processes. Our team is solely responsible for delivering exceptional support and streaming services to all Sling TV users. While much of our focus is based in customer care, the CX Team is dedicated to advocating for customers and their concerns within the overall organization. Through data analytics and feedback, the CX Team drives initiatives to exceed industry standards while providing affordable, top-quality services.
Job Duties and Responsibilities
In this role you will be responsible for setting our call center agents up for success - specifically direct sales and customer support agents. You will oversee the Sling agent processes and metrics ensuring awareness of business changes and implementing adjustments to facilitate a superior customer experience.
- Work as a subject matter expert and point of contact who will work in tandem with call center training teams to implement initiatives to simplify and improve our agent’s tools and experiences
- Act as a cross-functional strategist and project manager to implement new company initiatives, simplify business processes, and reduce customer effort
- Interfacing with leadership and partners to drive change through collaboration
- Staying up-to-date with changes to business rules, workflows, and tools that affect customers, and determine how to communicate these changes to our agents
Skills, Experience and Requirements
- Bachelor’s degree or equivalent experience
- Call center management/coaching experience is a plus
- A passion for process improvements
- Ability to focus on results in a fast-paced environment
- Excellent organizational skills; project management experience is a plus
- Clear written and verbal communication skills
- Solid analytical skills, including technical proficiency with tools such as Excel
- Living our values in your own life: Curiosity, Pride, Adventure, and Winning
- Ability to work cooperatively with a team while having fun
Salary Range
Compensation: $77,100.00/Year - $101,700.00/Year
Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website.
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