What you’ll be doing...

The Wireline Operations Center provides provisioning and maintenance support to the Retail, Wholesale and Enterprise business customer base and is open 7AM – 10PM Monday-Friday; 7AM – 10 PM Saturday/Holiday; 8AM – 5 PM Sunday. We provide support for translations on service orders for every product level from POTS service to SIP and FDV platforms. As a member of the operations center team, you will be a part of a very high paced and customer focused work environment. The position requires strong leadership skills as well as team and personal accountability.

The RCMAC supervisor responsibilities may include managing maintenance and provisioning of all work for a particular geography for voicemail as well as translations. In addition, work with other departments in coordinating line equipment transfers, area transfers, cutovers, etc. The RCMAC supervisor will need to oversee loading of daily work, provide work flow quality control, build close relationships and coordinate with other work groups to meet customer commitments and operational metrics.

The RCMAC supervisor will oversee the daily activities of 10-16 direct reports. They will provide developmental training, conduct daily job observations to determine adherence to quality/ process requirements. They will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and internal/external customers. Will also be required to contact and collaborate 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.
  • Three or more years of experience in assignment, customer service, knowledge in 5ESS, DMS100 or switching operations.
  • Strong and effective supervisory, communications and negotiation skills
  • Experience in employee scheduling and knowledge in written evaluations.
  • Experience managing an expense budget and working within overtime objectives.
  • Strong customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizationalskills with a proven track record of communicating at all levels.
  • Ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience.
  • Experience managing up multiple levels and setting appropriate executive expectations.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Ability to identify root cause for underperforming objectives and develop get well plans and set benchmarks.
  • Ability to work under pressure, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Ability to work all shifts including weekends, holidays and on-call duty.
  • Experience in force to load management.
  • Strong knowledge of service orders and USOCs.
  • Experience managing associate performance on Avaya ACD applications.
  • Ability in leading high performing teams.
  • Experience in supporting company policies and work rules.
  • Experience in union-management negotiation.
  • Experience in IVAPP; ESAP; March; AMTS; Avaya ACD; Dexter Call Logger; NGPS and NSOP.
  • Knowledge of MS Suite (Excel, Word, PowerPoint, GMail).

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.