What you’ll be doing...

You’ll drive for consistent service levels at target in Tech/Retail contact centers. You’ll support planned shrink activities such as training, huddles, and other activities that drive growth via the contact centers. Additionally, you will create a service environment that appropriately accommodates growth initiatives.

  • Deliver service at the best possible price point.
  • Reduce cost to serve by delivering relevant technology, tools and system solutions to maximize operational efficiencies, and drive optimization through automation.
  • Manage the performance of the contact centers to optimize productivity metrics.
  • Drive accountability for and management of organization finances
    • Service Level
    • Intervals Met Service Level
    • % Answered
    • Adherence to Open
    • Shrinkage
    • Overtime
    • Surplus
    • AHT
    • Lost Productivity
    • EMS Utilization
    • Budget
  • Provide maximum intraday support with minimum disruption to our call centers.
  • Foster client partnerships with effective communications.
  • Facilitate teamwork and communication between the National WPA Team and the WPA Intraday Operations Team, to ensure timely forecasting, projections, and schedules with the greatest possible degree of accuracy.
  • Align Workforce Management (Intraday) and Workforce Scheduling processes and procedures across Retail and Tech.
  • Provide an exceptional experience for customers, clients, and employees at the lowest reasonable cost through continuous process improvement.
  • Deliver relevant technology, tools and system solutions to maximize operational efficiencies, and drive optimization through automation.
  • Foster a collaborative working environment.
  • Work as the subject matter expert on all aspects of force management with a high proficiency in IEX, Time-Off Manager, AVAYA, CMS, ACD Dashboards, as well as LPR and payroll.
  • Ensure that all associate time coding is accurate and reflects the appropriate productivity codes.
  • Manage ACW on Mondays and the days after holidays.
  • Ensure ACW is held to a minimum standard while allowing after work time to be granted based on the needs of the customers.
  • Juggle an extensive administration in-box of resource management data related to productivity at the individual representative and team leader results level as well as center outcomes for assigned center locations.
  • Demonstrate a systematic approach in carrying out assignments and ensure that commitments are met with fellow peers.
  • Strengthen our culture by assisting in developing a strong and knowledgeable workforce, driving leadership and professional development, and by living the Verizon Credo.
  • Assist with training and development, office visits, recognition, and communications.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Experience with resource management and call center operations.
  • Experience with grievance handling and labor contract interpretation.
  • Effective written and verbal communication skills.
  • Interpersonal and negotiation skills.
  • Strong Microsoft Office knowledge.
  • Superior working knowledge of the various systems (e.g., IEX, VZAI, ACD.com/Lite, AVAYA, Time-Off Manager, LPR, and CMS Supervisor) used to effectively manage a call center workforce.

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.