What you’ll be doing...

You will partner with key players to provide stakeholders strategic insight into consumer broadband, video and voice services. You’ll be part of the team concentrating on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience. The work you’ll do every day will change the way that our customers live, work and play.

  • Improving productivity by analyzing data, partnering with other teams to provide coaching and development to our front line employees.
  • Observing to determine behavioral drivers for unnecessary customer transfers. Educating, coaching, and following up to reduce transfers.
  • Improving execution on providing all mandatory disclosures to our customers.
  • Identifying big picture trends across one or more lines of business.
  • Finding drivers and solutions to issues and matching findings from these different sources to the intent of the request.
  • Translating results from varied data collection methods.

What we’re looking for...

You’re analytical, organized, and detail oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and juggle multiple projects with ease. You take a lot of pride in your work, and that’s why people count on you to deliver.
You'll need to have:
  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Call Center experience.
  • Experience analyzing data-sets.
  • Experience with Microsoft PowerPoint/Word/Excel.
Even better if you have:
  • A degree.
  • Proficiency in Qfiniti and Google.
  • Program management experience.
  • Proven experience in process and requirements documentation.
  • Proficient analytical and problem solving skills and proven track record of utilizing insights from data to drive change.
  • Ability to develop and present reports and presentations.
  • Proven ability to work with cross functional teams across all levels of the organization to optimize business results.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.