Director of Customer Operations
Full-time Employee
Pennsylvania
Coudersport, PA
Pay
Salary is negotiable, based on prior work experience in cable/broadband customer operations
Qualifications
Required Skills:
• Minimum of five years of experience in cable/broadband industry.
• Minimum of five years of customer service or technical operations management with outage resolution experience.
• Strong written and verbal communication skills.
• Bachelors’ Degree in Business or technical area preferred.
Job Description
Zito Media currently has an opening for a Director of Customer Operations in the Coudersport office to oversee all work activities on weekends and evenings call center staff, including management and communication of outages. This position will also manage the day to day operations of the inbound call center, local offices, and dispatch organization. Must be able to work across multiple organizations to bring issues to resolution.
A minimum of five years of experience in cable/broadband industry is required.
Essential Job Functions:
• Manage all residential outage activity making sure appropriate resources are dispatched and issues are moving toward resolution, escalating as needed.
• Achieve customer service objectives by preparing and completing action plans; managing production, productivity, quality, and customer-service standards; resolving problems; completing audits; and determining system improvements.
• Improves customer service quality results by studying, evaluating, and re-designing processes; managing service and quality metrics; monitoring and analyzing results; implementing changes.
• Develop and deliver tools and training to improve overall quality of the customer service organization.
• Assist with product development by providing customer feedback, industry knowledge or buying patterns.
Required Skills:
• Minimum of five years of experience in cable/broadband industry.
• Minimum of five years of customer service or technical operations management with outage resolution experience.
• Strong written and verbal communication skills.
• Bachelors’ Degree in Business or technical area preferred.
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.
A minimum of five years of experience in cable/broadband industry is required.
Essential Job Functions:
• Manage all residential outage activity making sure appropriate resources are dispatched and issues are moving toward resolution, escalating as needed.
• Achieve customer service objectives by preparing and completing action plans; managing production, productivity, quality, and customer-service standards; resolving problems; completing audits; and determining system improvements.
• Improves customer service quality results by studying, evaluating, and re-designing processes; managing service and quality metrics; monitoring and analyzing results; implementing changes.
• Develop and deliver tools and training to improve overall quality of the customer service organization.
• Assist with product development by providing customer feedback, industry knowledge or buying patterns.
Required Skills:
• Minimum of five years of experience in cable/broadband industry.
• Minimum of five years of customer service or technical operations management with outage resolution experience.
• Strong written and verbal communication skills.
• Bachelors’ Degree in Business or technical area preferred.
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.
Contact
x x x x Canceled/Expired Listing x x x x
listed •
expires
job listing #66776 •
tiny link cabl.co/erxc
