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.
Training Managers are responsible for the region's training environment for both internal and external partners across the US . Regional Training Managers make strategic and tactical decisions regarding the best methods and practices to ensure the region meets or exceeds the company's customer service expectations by producing excellently trained employees. Success is measured through the consistency in execution and the effectiveness of all training related activities.
Education and/or Experience
Bachelor's degree from four-year college or university; and five years related experience including four years of supervisory/management experience and/or people development training; or equivalent combination of education and experience.
Knowledge base in advanced training methodologies, adult learning theory, and evaluation processes preferred.
Experience with employment development, remote management and call center operations a plus
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Managing and supporting the implementation, execution, and effectiveness of all training related activities in the region; Works closely with all training units, business owners, and site leadership to coordinate and determine the most effective strategy for all training and leadership development needs.
Strategic Agility -Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Building Effective Teams -Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; defines success in terms of the whole team; creates a feeling of belonging in the team.
Managing Vision and Purpose - Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.
Managing Through Systems-Can design practices, processes, and procedures which allow managing from a distance; is comfortable letting things manage themselves without intervening; can make things work through others without being there; can impact people and results remotely.
Planning-Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Drive change- Demonstrates the ability to recognize where change is needed and able to drive that change throughout the organization through processes, behaviors, and cultural adjustments.
Comfortable With All Levels Of Management- Can deal comfortably with senior leadership; can present at the senior level without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them and respond to their needs; can craft approaches likely to be seen as appropriate and positive.
Proficient in communicating and working with any level of management in a professional and effective manner.
Action Oriented-Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Takes initiative and can work with little or no direction.
Responsible for identifying and staying current with any technical issues in the field and quickly reporting the issue back to the appropriate departments.
Accountable for collecting and reviewing all reports and subsequently making training recommendations.
Conducts on-site evaluations and provides immediate feedback.
Responsible for developing leadership at all levels and building bench strength within the region.
Must be adept in giving verbal feedback and written critiques pertaining to training execution and effectiveness. Feedback is essential to the success of this position and training overall.
Remote and direct leadership of subordinate professionals.
50%-75%Travel is required.
Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable to turning ideas and strategies into world-class results.