General Manager, Direct Sales

General Manager, Direct Sales

DISH Network L.L.C (Nasdaq: DISH), is the nation's third largest pay-TV provider and the leader in digital television. As a TV entertainment provider, we are an industry pioneer and innovator known for driving technology to bring the best entertainment to millions. We believe that everything we do must begin and end with the customer experience.

DISH is an exciting place to work. We are a Fortune 200 Company with a workforce of 21,000 plus.  We bring excitement and enjoyment to millions of people every day and we provide a better overall TV experience at more affordable prices than our competition.  

Throughout our 30+ year history we have demonstrated our entrepreneurial spirit by achieving significant industry firsts. We were the first in our industry to offer high definition TV channels Free for Life, and we are the nation’s leader in HD programming with more than 200 national HD channels.  We are the only pay-TV company to offer a true TV Everywhere solution; our Sling technology allows access to live television and DVR content from a computer or any mobile device.  In addition, our recent acquisition of Blockbuster video stores only enhances our ability to provide subscribers with a richer entertainment experience at a great value.

DISH Network’s National Sales Centers (NSC’s) are responsible for the acquisition of sustainable, profitable subscription based customers through our direct telesales channels. The GM of Direct Sales is responsible for all operational, human capital, and financial management within our NSC’s. Job Duties & Responsibilities  The successful candidate must employ an unwavering commitment to integrity in process, employee leadership and management, and in ensuring customer needs come first; while at the same time, be highly entrepreneurial, performance and quota driven, and have a dedication to consistently exceed expectations in all measurable areas.  The GM of Direct Sales must have high energy, intelligence, and a need for achievement. Responsibilities include:

• Leadership & Management – Sets a standard by personal example of integrity, work ethic, commitment to exceptional customer satisfaction, operational efficiency and financial responsibility.  In addition, has direct day to day responsibility of staff development, coaching, training and employee relations issues.
• Talent Management & Productivity– Works in conjunction with Human Resources and Resource Planning but takes primary responsibly in sourcing, recruiting, on-boarding of all levels within the Direct Sales organization, and ensures period production and productivity goals are met or exceeded.
• Workforce Management – Works in conjunction with marketing, central planning and local 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 DISH Network products and subscription services, and that our sales process is 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 goals are consistently met or exceeded.
• Financial Management – Has direct P&L responsibilities, budget, and has a strong focus on operational efficiencies and cost control.
• Other duties as required.  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position. 

Bachelor’s degree from a four-year college or university; 6+ years related experience in telesales within a call center environment is required, 5+ years leadership / management; or equivalent combination of education and experience. 

Candidates must possess the following traits--

• High Energy—Willingness to walk the sales floor and motivate the staff
• Results Driven- Like to see results, and drives to results…Someone with a proved track record.
• Commitment/Passion- Passionate about call centers, and is committed to hitting high goals.
• Ambition- Someone who wants to grow
• Disciplinary- Sets expectations, not a push-over, and follows them.
• Experience with Telesales-- managed factories, restaurants, retail shops, etc.
• Communication- Someone who know has great communication skills