What you’ll be doing...

The Wireline Operations Control 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 be a part of a very high paced and customer focused work environment.

  • Supervising a team that provides support for day-to-day center and field operations.
  • Managing the day to day loading, mapping, and Field Assist functions for MD field resources and following National processes.
  • Providing field assistance with day to day inbound calls internally from technicians, various departments and external customers for dispatch assistance.
  • Providing dispatchers with leadership, guidance and coaching, knowledge, tools, training and opportunity to perform their job functions.
  • Performing quality observations on the team to ensure quantity and quality objectives are met.
  • Ensuring compliance with regards to attendance/absence discussions and ACD monitoring.
  • Focusing on outlined performance metrics to grow the business.
  • Encouraging employee development, conducting employee appraisals and providing feedback effectively.
  • Solving problems of moderate scope, and effectively analyzing results and leads.
  • Motivating, developing and coaching employees.
  • Working on weekends/holidays and rotating shifts as necessary.

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.
  • Customer contact and customer escalation experience.
  • Installation & Maintenance Field experience.
  • Excellent demonstrated organizational, administrative, and verbal and written communication skills.
  • Good working knowledge of Excel, Word, and Google Mail.
  • Experience with center management and supervising employees.
  • In-depth experience and knowledge of the following Verizon Systems: vRepair, CoFEE.
  • Knowledge of Installation & Maintenance for Specials, Copper and Fios.
  • Demonstrated ability to analyze complex issues and identify process improvements for formal documentation.
  • Ability to work independently and effectively with minimal supervision, make sound recommendations and decisions that have direct impact on organizational objectives.
  • Excellent planning, coaching and problem solving skills.
  • Ability to interact with various levels of management, various departments and with internal and external customers.
  • Experience with the following Verizon Systems: iVAPP, AVAYA, CMS, IEX, CoFEE Anywhere Dispatch, and AIMS.
  • Experience working in a union environment.
  • Experience and understanding of CWA Contract, Labor Relations and Grievance process.

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.