What you’ll be doing...

Delivers training on strategic & new hire Enterprise & Wholesale collection strategies, systems/ operations processes and soft skill development.

  • Partners very closely with training delivery counterparts(Vendor) to ensure successful and timely training delivery for ADHOC and New Hire Training sessions.
  • Utilizes a full range of training delivery techniques, including classroom training delivery, blended learning, and virtual instructor led and interactive table-lead facilitation.
  • Masters training content quickly and effectively to ensureconsistent expertise in subject matter taught across disciplines and business units.
  • Responsible for maintaining a working knowledge of critical Enterprise, Wholesale and Operational needs.
  • Works with Stakeholders to prioritize training requests and define training strategy.
  • Recommends and implements learning solutions to drive Key Performance Indicators for channels supported.
  • Seeks innovative solutions and alternative delivery methods and partners with vendors as needed to address needs.
  • Focuses on Impact and transforms learning by improving speed to competence, architecting for learning effectiveness/business results and engaging the learner.
  • Acts as a trusted partner who is consistently able to reccommend and speak confidently about the value learning solutions can bring to the business.
  • Responsible for regular attestation of Enterprise & Wholesale process documentation and Desktop Procedures.

This position is responsible to oversee monitoring daily customer contacts (Vz and Vendor Based) within the CFS call center to measure performance in meeting quality standards, compliance to Verizon processes, and delivery of promoter level customer experiences. A key accountability to this position is to provide face-to-face or remote feedback to each employee and the employee's supervisor in a timely manner. The ideal candidate will possess the ability to identify behaviors and provide applicable coaching/feedback in support of performance plans. The candidate is responsible to accurately document each observation, and utilize data to support necessary audits, identify trends, and communicate to employees, managers, and executives’ areas of opportunities within the organization. Global feedback is provided to training liaisons to assist in driving organizational improvement through training and development programs. The candidate will possess the ability to clearly articulate feedback specific to organizational processes.

  • Additional responsibilities include but are not limited to:
    • Partnering with field Supervisors to ensure quality assurance standards are met for both evaluative and diagnostic observations.
    • Creation of Dashboard and/or Excel Reporting used for Analysis & Trending
    • Supporting the training team with training content for future training modules and initiatives.
    • Partnering with Staff team to address any process and/system issues/gaps.
    • Monitoring and measuring the impact of new processes and/or system changes.
    • Conducting call study trending and analysis

Responsible for implementation and program management of assigned key projects.

  • Promotes a customer/ stakeholder centric perspective for the full development cycle of analysis, design, implementation and evaluation of new programs and/or processes.
  • Forging cross-functional partnerships to get to the work done.
  • Creating detailed project plans and communicating updates.
  • Identifying global resource requirements and pulling in the right people.
  • Developing, reviewing, and continuously improving processes.
  • Monitoring project progress, anticipating and reducing risk.
  • Enhancing operations.

What we’re looking for...

You’ll need to have:

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

Even better if you have:

  • Bachelor’s degree in Finance/Accounting, Computer Science, Information Systems or Business.
  • Three or more years of relevant experience required with demonstrated technical expertise
  • Demonstrated organizational, facilitation, negotiation, and effective communication skills. Strong analytical problem solving and decision-making skills combined with the ability to work under pressure, support multiple assignments, with exceptional attention to detail.
  • This position requires a balance of application technical skills, project management, highly developed analytical skills and proven ability to manage multiple projects and negotiate conflicts across multiple cross-functional teams.
  • Ability to work independently with minimal supervision must be self-motivated and highly adaptable to change. Strong project management skills required.
  • Ability to work in a team environment within our team as well as other business groups.
  • This position requires an individual with a strong personal desire to ensure we produce the highest quality product for our customers every day, capable of independent decision-making.
  • Proficient with MS Office suite.
  • Knowledge of RMS, TCMS, CFORIA, SAP, CACS, ACSS , Verint, &SQL Learning Album a plus.

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.