What you’ll be doing...

At Verizon Connect, we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

This position is responsible for maintaining operational readiness and an elevated standard of excellence for the Verizon Connect internal contact and testing center. This effort may include documenting processes and procedures to be utilized not only by Verizon Connect internal and Vendor centers. Testing all aspects of systems and agent readiness, validating operating assumptions, and assisting in the preparation and/or review of training materials, scripting, and support documentation for use in the call centers is required. Maintaining Contact Center SLAs, Quality and productivity are at the forefront of this positions responsibility. As well as development of interdepartmental relationships conducive to streamlining swift process delivery and issue resolution.


Duties:
• Support your teams daily work duties, create and maintain employee development plans to promote growth of direct reports.
• Monitor and maintain inbound/outbound call metrics for contacts made by our internal Contact Center while meeting your SLA for Supervisor callback requests. Manage escalations, user acceptance testing projects and department case load for multiple lines of business by effectively monitoring, reacting to and reporting SLAs.
• Develop and modify schedules as necessary to maintain optimal customer service, training requirements and SLAs. Continually improve departmental call quality through coaching and mentoring as defined by internal Quality Guidelines. Remain Calibrated with our internal Call Quality Team through regular calibration sessions.
• Identify and assign the appropriate resources to execute user acceptance testing projects, new processes and workflows. Collaborate with internal Quality Testers and your team to develop comprehensive use cases and peer reviews. Be prepared to provide detailed and accurate result reporting of said projects for high visibility and potentially high impact Go/No Go meetings with direct stake holders and Executive Management.
• Interface with teams outside of Operations during production impacting events/outages and aid in expediting resolution by providing facts and data around root cause, user impact and subsequent examples to appropriate parties.
• Provide feedback to the internal training department around material and delivery improvement. Validate training materials and on the fly work instruction updates. Interface with training during testing and development projects promoting mutual understanding of upcoming product releases.
• Act as a backup resource for the Call Center Operations Manager and interface with/provide support to outsource vendors as necessary.
• Prepare your department for Client tours and demos and be prepared to host these tours if necessary.

What we’re looking for...

Qualifications


Required Skills:
• 5-7 years of experience in call center support experience
• 3-5 years of experience in writing, editing, and revising call center operational documentation for delivery to internal customers and out-sourced call centers.  Produces clear and concise documentation. Retrieves, organizes, analyzes and synthesizes complex subject matter and validates operational readiness through the use of this documentation.
• High level of contact center metrics and SLA understanding.
• Excellent open and proactive written and oral communication skills
• Ability to work in team-oriented environment.
• Ability to work in matrix managed environment
• Knowledge of Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)
• Proven analytical skills
• Strong customer service orientation.
• Knowledge of business process development and improvement


Preferred Skills:
5-7 years of experience in call center Operational Management Familiarity with Call Center operations specifically pertaining to the start-up of new centers and/or the launch of new products within call centers.

VZConnect

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.