What you’ll be doing...

The Wireline Operations Controls Center (OCC) provides provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and is open 24 hours, 365 days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As a member of the operations center team, you will work in a fast paced and customer focused work environment.

  • Dispatching all work for a particular geography including but not limited to, POTS, HSI, Fios, Specials and cable maintenance.
  • Overseeing the loading of daily work, providing work flow quality control, building close partnerships and coordinating with supplier work groups to meet customer commitments and operations metrics.
  • Supervising the daily activities of 10-15 direct reports.
  • Providing developmental training.
  • Conducting daily job observations to determine adherence to quality/process requirements.
  • Identifying underperforming areas and initiating process improvements in coordination with peers both in the center and the field.
  • Contacting and collaborating with internal/external customers to address various service issues.

What we’re looking for...

You'll need to have:

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

Even better if you have:

  • A degree.
  • Experience with scheduling, safety administration, data tracking, project management, and employee evaluations.
  • Exposure to a unionized environment.
  • Willingness to work a flexible schedule, including rotational shifts for nights/weekends, to support a 24x7 environment.
  • Experience supervising/managing a team.
  • Experience working in customer service/call center or field operations.
  • Proven decision making skills and the ability to succeed in a dynamic, highly visible environment.
  • Good working knowledge of installation and maintenance provisioning and repair procedures for Fios, Copper and Specials work.
  • Demonstrated ability to work under pressure, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Outstanding customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, and written and verbal communication skills with a proven track record of communicating at all levels.
  • Proven ability to act as the customer advocate and escalate to all levels of management to drive a positive customer experience.
  • Proven ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Good working knowledge of the following systems: WFA-DO, vRepair, NSOP, VzOT, WBN.
  • Working knowledge of company systems: STORC, iVAPP, COA/COAD, iGO, WBN, VZWorks, OASIS, vRepair, Fios Capacity Management Tools.
  • Good working knowledge of Excel, Word, and Outlook.

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.