DIRECTV (NASDAQ: DTV) is one of the world's leading providers of digital television entertainment services delivering a premium video experience through state-of-the-art technology, unmatched programming and industry leading customer service to more than 30 million customers in the U.S. and Latin America. In the U.S., DIRECTV offers its 19.4 million customers access to more than 170 HD channels and Dolby-Digital® 5.1 theater-quality sound, access to exclusive sports programming such as NFL SUNDAY TICKET™, Emmy- award winning technology and higher customer satisfaction than the leading cable companies for eleven years running. DIRECTV Latin America, through its subsidiaries and affiliated companies in Brazil, Mexico, Argentina, Venezuela, Colombia, and other Latin American countries, leads the pay-TV category in technology, programming and service, delivering an unrivaled digital television experience to more than 10.6 million customers. DIRECTV sports and entertainment properties include three Regional Sports Networks (Northwest, Rocky Mountain and Pittsburgh) as well as a 60 percent interest in Game Show Network. For the most up-to-date information on DIRECTV, please visit
DIRECTV is at the forefront of technology, content and service. The Customer Care team provides a best-in-class customer experience by building loyal, passionate customers for life. The pride, enthusiasm, and leadership each Customer Care employee brings to their role is vital to keeping DIRECTV ahead of the competition in a rapidly changing industry.
We strive to deliver the best employee experience every day. We are committed to the continued learning and development of our employees and rewarding top performers. Our state-of-the-art facilities across the country offer an exceptional workplace, with Internet Cafes, gyms, and lounge areas for socialization. We promise to remain dedicated to attracting, inspiring and retaining talented, diverse and extraordinary employees who take pride in delivering the best television experience for our customers.
A DIRECTV Team Leader is responsible for day-to-day supervision of sales driven Customer Service Representatives who handle inbound customer calls relating to possibly downgrading or terminating services. Create, and foster a positive, energetic and results-driven retention and sales environment. Develop and coach CSR's on retention and sales skills which save customers or mitigate downgrades based on value proposition of our products and services. Be a product consultant and information provider for the customer and CSR's by maintaining knowledge of DTV's current marketing campaigns and save offers. Provides guidance and/or help to CSR's in resolution of difficult customer questions or problems. Responsible for maintaining an acceptable save rate percent while following all policy and procedure guidelines Communicate sales/marketing programs and call center policy, procedures and practices either orally or in writing to CSR's
Must be able to lead a group CSR's to performance excellence in a fast-paced, problem-solving, sales environment which changes frequently. Responsible for team administrative duties such as timekeeping and schedule adherence. Suggests methods to improve customer and employee satisfaction.
DIRECTV's success depends on strong leaders to execute company goals. DIRECTV recognizes that finding extraordinary leaders takes time. The call center Team Leader is critical to providing customers with the quality customer service they have come to expect. Our commitment to excellence allows us to continuously pursue qualified candidates for our Team Lead position without open positions.
Essential Duties & Responsibilities:
85% - Supervises a team of 10 - 15 CSR's. Coaches and develops team in all areas of performance including, but not limited to saves, long term customer satisfaction, and productivity.
Has a high level of engagement with CSR's by consistently monitoring performance, providing feedback, coaching to performance excellence, and listening to CSR calls (or recorded calls).
Creates a high energy and passionate sales environments by motivating CSR's to sales and retention excellence.
Monitors employee performance and customer service by having a high level of engagement with CSR's. Writes and conducts performance evaluations. Sets and follows up on performance goals and objectives.
Ensures CSR's have the required training and that CSR's are kept knowledgeable on current marketing goals and save strategies.
10% - Performs some administrative processes such as timekeeping, preparing documents and reports as needed.
5% - May perform other related duties and responsibilities as assigned and/or required.
Customer Services Management
DIRECTV - 22 months ago
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DIRECTV takes television straight to the masses. The company operates the largest direct-to-home (DTH) digital TV service in the US, ahead...