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. The position requires strong leadership skills as well as team and personal accountability.

This Supervisor (Dispatch) position has an overall responsibility for ensuring technicians are deployed according to Operations Control Center (OCC) recommended dispatch priorities to meet business and operational needs for residential, small and large business customers. The Supervisor is tasked with effective management of installation and maintenance work requests and managing day to day operational issues ensuring the resolution to all escalated and non-escalated issues are handled in a timely manner. Responsibilities will include managing the following, but are not limited to:

  • Provides complete support to field operations in all matters pertaining to scheduling, manpower, deployment, communications, arrivals and commitments met and Verizon and departmental objectives.
  • Supervises the daily activities of 10+ direct reports in a union environment. Provides dispatchers with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met.
  • Strong collaboration with Field Area Managers and Local Managers to optimize and maximize resources; manages multiple tasks simultaneously.
  • Leads morning and afternoon Dispatch calls, works with Capacity Management Team on clock intervals/arrivals for all customers and analyze missed metrics to improve overall performance for our customers.
  • Must be able to work on Weekends/Holidays and rotating shifts.
  • Focuses on outlined Performance Metrics to Grow the Business.
  • Recognizes/celebrates employee development. Conduct employee appraisals and communicate feedback effectively. Solves problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach staff.

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 handling scheduling, employee evaluation, project management, workload planning.
  • Experience in a union environment.
  • Strong supervisory, communications and negotiation skills.
  • Experience managing an expense budget and working within overtime objectives.
  • Willingness to work all shifts including weekends, holidays and on-call duty.
  • Outstanding customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication 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.
  • Proven 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.
  • Advanced knowledge of MS Suite (Excel, Word, PowerPoint, Outlook).
  • Strong knowledge of outside plant and facilities.
  • Experience managing associate performance on the hAVAYA AutomaticCall Distribution(ACD).
  • History of leading high performing teams.
  • Strong history of supporting company policies and work rules.
  • Experience in WFA/DO; VRepair; CoA; Work Manager/Dexter; iVAPP; iGO, AIMS, IPACD.

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.