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Zito Media · 1 month ago

Director of Technical Operations

Coudersport, PA

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Zito Media is a company focused on improving customer service quality in the residential sector. The Director of Technical Operations will manage day-to-day operations, enhance service quality metrics, and develop tools and training for the customer service organization.

BroadcastingInternetTelecommunicationsVirtual Reality

Responsibilities

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

Qualification

Cable/Broadband experienceCustomer service managementOperational planningLeadership developmentCommunication skillsProblem-solving abilityOrganizational skillsDecision-making ability