What are the responsibilities and job description for the Regional Manager position at DISH?
Department Summary:
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.
Salary Range: USD $87500.00 - $125000.00 / Year
Our DISH Business team creates strategic partnerships and collaborates across the industry to help connect people to the TV they love. They deliver premium entertainment experiences for companies large and small, ranging from enterprise-level hospitality platforms to instant-on managed WiFi.
They engage with existing infrastructure to provide customized solutions and drive demand for our product.
Job Duties and Responsibilities:
The Regional Manager of Acquisition and Retention must have high energy, intelligence, and a need for achievement. Responsibilities include:
- Leadership & Management - Manages multiple geographically dispersed locations, each with a minimum of 150 agents led by Senior Managers in a contact center environment. Sets a standard by personal example of integrity, work ethic, commitment to high performance, customer satisfaction, operational efficiency and financial responsibility. In addition, has direct responsibility for staff development, coaching, training and employee relations issues.
- New Business Launches - Takes ownership of new business strategic planning and launch. Decision maker in creation of metrics, goals and operational plans to achieve.
- Organizational Change - Provides guidance and leadership to implement transformaional change that has a broad impact on the achievement of results for the entire Acquisition and Retention organization.
- Talent Management & Productivity - works in conjunction with Human Resources and Resource Planning but takes primary responsibility in sourcing, recruiting, on-boarding of all levels within the Acquisition and Retention organization, and ensures period production and productivity goals are met or exceeded.
- Workforce Management - works in conjunction with marketing and resource management teams to forecast, schedule, and manage call volume projections, contact efficiencies, and to achieve or exceed aggressive queue management and service level goals.
- Customer Experience - takes direct ownership in ensuring the team consistently, responsibly and ethically sells and retains DISH Network customers, and that our processes are aligned with our customers’ expectations and satisfaction.
- Performance Management - creates and sustains a performance driven culture by developing a competitive and enthusiastic environment; takes direct ownership and fully understands and embraces that within our highly competitive industry, results and performance are ‘must haves’ and that all company subscriber acquisition and retention goals are consistently met or exceeded.
- Financial Management - has direct budget responsibilities, and has a strong focus on operational efficiencies and cost control.
- Employee Satisfaction - Continual focus on improving the employee experience by actively sourcing feedback and then problem solving, resulting in reduced attrition and lower costs.
- Innovation - Consistently thinks outside the box and brings new and innovative ideas to the table to improve both performance and employee satisfaction.
- Bachelor’s degree from a four-year college or university
- 8 years related experience in acquisition and retention within a call center environment is required
- 7 years leadership / management or equivalent combination of education and experience
- Ability to travel 75% of the time
- Ability to influence others to accept practices and approaches, and ability to communicate with and influence executive leadership.
- Must have excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
- Requires high-level computer expertise, including use of internet, Microsoft Office and G Suite applications
- Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth-oriented and time-critical environment
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.
Salary : $87,500 - $125,000
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