Director of Technical Operations

Manage the day-to-day operations of the residential customer service departments. Must be able to work across multiple organizations to bring issues to resolution and communicate effectively.

Essential functions

· Improves customer service quality results in the field or in the call center by studying, evaluating, and re-designing processes, identifying opportunities to improve service and quality metrics and managing the implementation of changes.

· Develop and deliver tools and training to improve overall quality of the customer service organization

· Support internal communication/training of new processes and enhancements

· Assist with product development by assisting with collection of customer feedback, understanding industry trends or analyzing buying patterns

· Identify and communicate ways for the company to operate more cost effectively or efficiently

· Perform other related duties and tasks as assigned or as become evident.

· Maintain a professional attitude and appearance at all times.

· Must be prompt, punctual and have regular attendance.

· Ensure EEO compliance with all hiring decisions

· Achieve customer service objectives by preparing and completing action plans; managing production, productivity, quality, and customer-service standards; resolving problems; completing audits; determining system improvements

· Develop scheduling to ensure service level requirements

Required Skills:

· Minimum of two years of experience in cable/broadband industry required

· Must be able to work flexible schedule as needed

· Strong written and verbal communication skills

· Bachelors Degree in Business or technical area preferred

· Minimum of five years of customer service management experience required with responsibility for at least 50 agents

· Must be able to work flexible schedule as needed

· Strong written and verbal communication skills

· Bachelors Degree in Business or technical area preferred

· Must have experience in operational planning, and leadership development.

· Ability to handle various tasks simultaneously, organize prioritizes, make decisions and work efficiently and effectively under deadlines.

· Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.

Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Relocation assistance
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $70,000 - $85,000