What you’ll be doing...

You will be responsible to monitor daily customer contacts within the CFS call center to measure Rep/Agent performance in meeting quality standards, compliance to Verizon processes, and delivery of promoter level customer experiences.

A key accountability to this position is to assess call driver trending and identify areas of opportunity within call centers, including business practices, system navigation, strategies, and processes. You will leverage strategic thinking strengths to identify areas of improvement within call center contacts. You will utilize data to support necessary audits, identify trends, and communicate areas of opportunities within the organization.

Global feedback is provided to training liaisons to assist in driving organizational improvement through training and development programs. You will clearly articulate feedback specific to organizational processes, and will also assist in customer and executive escalations, researching customer issues and securing resolution for customers, recommending impactful changes to mitigate future complaints.

  • Partnering with field Supervisors to ensure quality assurance standards are met.
  • Supporting the training team with training content for future training modules and initiatives.
  • Partnering with the staff team to address any process and/system issues/gaps.
  • Monitoring and measuring the impact of new processes and/or system changes.
  • Utilizing skill sets and systems to assess call drivers and operational opportunities, drive digital and recommend changes for call center efficiencies.

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.
  • Two or more years of experience in call center operations and reporting responsibilities.
  • Strong familiarity with credit/collections policies and procedures.
  • Strong ability to deliver feedback to peers and superiors in helping to meet and/or exceed performance standards.
  • Experience working in a demanding and fast-paced environment.
  • Strong Leadership skills with the ability to simultaneously work on multiple initiatives.
  • Excellent written and verbal communication skills; tailoring communications to diverse audiences.

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.