What you’ll be doing...

Lead and facilitate in directing the strategic and operational management of an area level consumer sales and service call center organization, incorporating leadership and management strategies that develop high performance management and associate teams. Create, develop, communicate and implement actions and performance requirements to improve call center performance.

  • Assess team performance (Associate, 1st and 2nd level Management) and assist in identifying development opportunities to improve performance and conducting development as needed.

  • Proactively develop the tactical and strategic plans to generate the required revenue growth, customer experience, productivity and efficiency metrics; Ability to prioritize, multi-task and be administratively efficient.

  • Manage yearly organizational expense budget and headcount requirements and optimize resources to drive best performance across hours of operation.

  • Implement communication strategies to keep management and associate teams informed and up-to-date on corporate strategies and initiatives, customer service requirements, and organizational objectives.

  • Initiate programs to positively impact employee engagement, attendance, and foster a collaborative, inclusive work environment; Act with high level of integrity; hold yourself and team accountable.

  • Positively manage the labor/management relationship to achieve corporate results. Partner with Labor Relations to achieve labor union support for innovations to the call center environment

  • Prioritize the customer first to deliver best in class experiences and serve as the districts lead for executive escalations to include helping solve the root cause

  • Interpreting call center data, developing and executing sales and service strategies that drive performance, productivity, and optimal efficiency.

What we’re looking for...

A positive, can do attitude and the ability to inspire others. You set the bar high when it comes to achieving goals, and you know how to motivate others to help you get there. You have the ability to make tough and equitable decisions in the name of customers and the company. Leading change with direct reports as well as indirects. You’re ready to inspire a diverse workforce, you’re open to new ideas, relate well withpeople, and are attuned to the needs of others to ensure that they can perform at their best. You thrive in a fast-paced, dynamic environment where you are visible, present and engaged. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. Inspiring and developing a team to achieve great results is personally rewarding for you. People trust you—you build relationships and credibility quickly. You enjoy multi-tasking and managing your time effectively to get everything done.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Willingness to work evenings, weekends, and holidays.

  • Effective communication skills.

Even better if you have:

  • A degree.

  • Management experience.

  • Call center experience, ideally in bargained for environment.

  • Led a sales or service team, preferably large teams.

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.