What you’ll be doing...

The Wireline Operations Center provides maintenance support to the Retail, Wholesale and Enterprise business customer base. Operational hours are from 7AM to 10PM, Monday through Friday; 7AM to 8PM Saturday/Holidays; and 8AM to 5PM Sunday. We provide support for translations on maintenance trouble tickets routed for dispatch in. As a member of the operations center team, you will experience a high paced customer focused work environment. The position requires strong leadership skills, along with strong team and personal accountability.

The Network Test Center (NTC) supervisor responsibilities will include managing maintenance V Repair tickets in our NTC pool of work for a particular geography or switch technology. The NTC supervisor will need to oversee loading of daily work, provide work flow quality control, and coordinate with other work groups to expeditiously resolve obstacles preventing service delivery to our customers. Theywill focus on reducing repeaters and minimize the duration time for the respective trouble ticket impacting operational metrics.

The NTC supervisor will oversee the daily activities of 10-15 direct reports. Theywill provide developmental training, conduct daily job observations to determine adherence to quality/process requirements. The NTC supervisor will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and the field. Theywill 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 customer service, switching operations or knowledge of the 5ESS or DMS 100 technologies.
  • 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 organizational skills 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.
  • Willingness to work all shifts including weekends, holidays and on-call duty.
  • Experience in force to load management.
  • Experience in interpreting service orders and USOCs.
  • Experience managing associate performance on Avaya ACD application.
  • Ability in leading high performance teams.
  • Experience in supporting company policies and work rules.
  • Experience in union – management negotiation.
  • Experience in v Repair; Access Guardian; STORC; March; AMTS; AVAYA ACD; NSOP; and Dexter Call Logger.
  • 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.