When you join Verizon
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
This position will provide critical support to Customer Service outsource vendor locations virtually. You will be providing direction on goals and responsibilities of the vendor program to drive performance. This position will be responsible for identifying and correcting training gaps, program opportunities and executing on action plans to improve operational and customer results. This role will be critical in improving the new hire experience and deliver innovative ideas through to completion to enhance the SPC operation.
You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.
Partnering to influence the new hire experience and associated metrics.
Establishing alignment of priorities and goals with all levels of program personnel.
Assessing all functional execution and identifying gaps in performance.
Directing and influencing action planning.
Implementation and executing on all Key Performance Indicators.
Conducting daily operational meetings.
Assessing results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment, and customer experience impacts.
Assessing partner performance and implementing action plans based on needs.
Conducting side by side call observations with representatives.
Training and observing new hires.
Leading calibration sessions and regularly provide effective feedback for improved performance.
Reviewing and analyzing current center results to identify trends and provide recommendations.
Observing huddles and training sessions for continuing education.
Identifying leadership opportunities and Conducting leader huddles / workshops to improve coaching skills & knowledge.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience
Four or more years of relevant work experience.
Four or more years of experience in a customer-facing role; i.e. sales, customer service, or retail.
Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
Even better if you have one or more of the following:
Experience in vendor management.
Experience in call center gained from a Telco Program.
Experience in Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).
Experience in working with cross-functional teams across all levels of the organization.
Experience in training initiatives and delivery.
Knowledge of facilitation and written communication to leadership.
Where you’ll be workingIn this worksite-based role, you'll work onsite at a defined location(s).
Scheduled Weekly Hours40
Diversity and Inclusion
We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.