What you’ll be doing...

As our Supervisor of Workforce System Analysis and Programming, you will lead a team of technical professionals. The role will oversee Interactive Voice Response (IVR) systems, Automatic Call Distributor (ACD), Web Development, and Workforce Management technologies for Verizon finance operations.

In this role, you will be responsible for administration and management of Cisco UCCE, Avaya, IEX, Verint and a host of workforce applications to support strategic and finance operation business need. You will provide thought leadership by recommending and crafting technology solutions to support broader finance operation objectives in terms of improving cash flow, reducing bad debt and churn. You will be at the forefront of digital transformation, self-serve enhancements, and owning multiple projects and programs. As we evolve our digital technologies, you will drive digital technology projects such as AI, Conversational IVR and visual digital offers to improve customer experience and customer journey.

You will collaborate cross-functionally with IT teams, field directors and managers to deliver system enhancements and implement technology initiatives. Project management will be key to the success of this individual as they will apply Agile, PMI PMP methodologies and Lean Six Sigma to drive the success of the projects and programs they own. Similarly, the individual will need to have an understanding of business analysis as it relates to requirements gathering, benefit management and documentation of project realization related to system, technology, process and project outcomes.

Functional Outcome

  • Drive implementation of finance credit and collection strategy as it relates to connecting customers to organizational strategies using technology solutions.
  • Measure overall customer engagement effectiveness as it relates IVR self-serve, Web and Omni channel engagement.
  • Communicate results, trends, as well as corrective actions to senior management.
  • Research, benchmark, and recommend emergent technology solutions.
  • Lead continuous improvement initiatives, including root cause analysis, risk identification and executing on risk response plans.

Systems Management

  • Administer and manage IVR, ACD and Call routing initiatives and showcase working knowledge of web development and coding.
  • Own various projects and programs as well as coordination with IT and other functional business units to complete IVR and routing enhancements.
  • Provide technology thought leadership to foster Verizon finance digital initiatives across all Verizon business units and working with service center senior leadership to address outages or issues related to IVR, Call Routing and Workforce Technologies.
  • Identify opportunities to support wider finance organization strategic and tactical initiatives as it relates to digital transformation.
  • Continuously conduct deep dive analysis, to identify areas of opportunities to drive system enhancements and quality controls across multiple lines of finance functional groups.
  • Identify system issues, responding to those issues and escalating to the appropriate IT to ensure fast resolution and mitigation of production impacting related issues.
  • Continuously conduct deep dive analysis, to identify areas of opportunity within the IVR to improve self-serve completion rates, deflection rates and enhance customer experience.

Business Intelligence

  • Drive business intelligence by championing data-driven approach to collections strategies and operational activities, connecting the dots and providing business insights to senior leadership.
  • Write simple to complex Teradata or SQL queries, analyze system performance, operational metrics, and provide refined recommendations and solutions to drive operational efficiency and improved business outcome.
  • Simplify complex technical information to a broader nontechnical work group and providing data insights to senior leadership.
  • Conduct benefits analysis and document realization of projects and effects of systems enhancements and process changes.

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 supervisory experience.

Even better if you have:

  • Master’s degree.
  • Experience with IVR, ACD, Routing, Call Manager, ICM, Verint, SQL, Tableau, and Teradata.
  • Resource management experience.
  • Analytics and reporting experience.
  • Finance operations and strategy experience.
  • Demonstrated strong organizational and strategic decision-making skills.
  • Cisco UCCE, CCNA, or Avaya certifications.
  • Advanced understanding of report query and design using Access, Excel, SQL, and Tableau.
  • PMP, Agile, Scrum certifications.
  • Lean Six Sigma certification.

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.