Telecommunications Director of Operations - Compensation: Competitive in Grand Rapids, Michigan

 
Telecommunications Director of Operations
Chicago, IL
Apply: Send a resume:  mbs1@mgmtbsolutions.com
Visit our website:   www.mgmtbsolutions.com
 
Summary:
This position is primarily responsible for managing the customer care experience thorough our field operations team. Leads customer care efforts with our Field Technicians. Managing customer care experience through proper management of installation, trouble resolution, communications, service interruptions for TV, internet, and phone services to customers in multiple markets.
 
·         Manages allocated SG&A as well as assigned Capital Expenditures and allocates resources to support the business needs. Provides detailed reports on inventory status, budget variances, and overall cost management to insure KPI?s for the business are being met.
·         Develops and implements system and tools necessary to measure individual technician performance, customer satisfaction as it relates to the technician and service level performance.
·         Hires, trains, and supervises Operations management staff; ensures that the staff is empowered to exercise initiative and work creatively, participate productively in inter-departmental and inter-divisional teams, engage in regular professional development activities, and cooperate and communicate well within the company. Review and evaluate team on set intervals to insure performance is meeting goals and standards.
·         Identifies areas of improvement, providing input to executive levels, advising actions needed to achieve cost reduction and improved customer satisfaction.
·         Ensures Field Operations team is providing of comprehensive, integrated, reliable, high-quality services.
·         Develops and implements policies for the appropriate use and management of network and telecommunication resources.
·         Primary contact for customer executive level escalation, and response. Perform special projects and other duties as assigned.
 
 
Qualifications:
·         Directly supervises 6 employees in the Field Operations. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
·         Working knowledge of DSL, and VOIP deployment, provisioning a plus
·         Detailed experience/education working with RF design and implementation for video and internet service
·         Extensive experience working in MDU cable, internet and phone environment.