EOE Statement We are an equal employment opportunity employer.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, national origin,
disability status, protected veteran status or any other
characteristic protected by law.
The Director of Operations is responsible for delivering high
standards of service to customers by making the most effective and
efficient use of call-center staff and technology resources. The
Director of Operations is responsible for the overall support of
the internal and client support ticketing and bug tracking systems,
as well as leading the Help Desk support team in providing
excellent Customer Support. The scope of responsibility is to
field, log, and provide support to users and coordinate all other
issues associated with the use of Information Technology within the
organization, including triage and bug resolution. This position is
located in the suburbs of Pittsburgh, Pennsylvania.
Essential Duties & Responsibilities:
Identifies, triages, and initiates resolutions to user problems
and concerns associated with all internal applications, computer
equipment, and internal users in support of customers.
Maintains current technical expertise in the rapidly changing
technology and utilizes state-of-art techniques when implementing
and/or recommending solutions.
Drives ticket resolution through SLA guidelines and coaches team
members to reach SLA goals.
Prepares weekly/monthly reports quantitatively reporting results
of help desk activities.
Recognizes and identifies potential areas where existing
procedures require change, or where new ones need to be developed,
especially regarding future enhancements.
Fulfills departmental requirements in terms of providing work
coverage and administrative notification during periods of personal
illness, vacation or education to ensure coverage during required
Trains, supervises, assigns projects to staff and evaluates
staff to maintain the optimum performance of job duties.
Ensures that performance reviews are done completely and on time
and coaches team members on performance related issues.
Work with KMT Team to develop internal training programs and
curriculum commensurate with needs.
Identify potential service level problems before they occur and
Direct self and the activity of others during the testing,
monitoring, and deployment of features and enhancements to the
Schedule and prioritize work to accommodate Enterprise and
customer needs while minimizing the impact on current projects.
Complete weekly time sheets of work performed for Project
Management, so they may continue to allocate resources for internal
and external customers and projects.
Work with the HR Department to hire and maintain talent and
forecast future needs of staff.
Prepare Call Center agent's schedules, monitor attendance and
schedule breaks and shifts as necessary.
Communicate solutions, successes and opportunities to other
Attend and participate in manager trainings and meetings.
Conduct performance reviews for team members.
Other duties as assigned.
Position Requirements Additional and/or Specific Skills:
Proficient in MS Office Suite.
Exceptional analysis, troubleshooting and problem-solving
Strong oral and written communication skills.
Solid documentation skills.
Must be highly organized - demonstrated success managing
multiple tasks with laser focus on detail as well as proven project
management experience with ability to establish and meet objectives
Maintain confidentiality of work-related information and
Detail oriented and able to work independently or as part of a
Strong sense of urgency.
Ability to triage issues and work with customers on
Ability to manage multiple projects simultaneously.
Ability to lead, direct, and motivate others.
Fluent in English.
Education & Experience:
Bachelor’s Degree from a four-year college or university,
preferably in computer science or related field or a corresponding
number of years’ experience in IT and/or Help Desk Operations.
Minimum four years of related experience in a Call Center or
Help Desk environment.
Minimum two years of leadership support experience.
Knowledge at an advanced level of current techniques using
Supervisory experience and ability to plan and control team
members duties and workload.
Ability to understand and clearly relate to other members of the
organization, technical manuals, and general methods of systems
Working knowledge of CRM’s such as Microsoft Dynamics, etc.
Working knowledge of PowerBI.
Position Director of Operations This position is currently