What you’ll be doing...

This position is 100% responsible for oversight of vendor partner contact center operations to drive performance. This position has complete ownership of programs and accountability for operational, financial, and customer results. The scope of responsibility includes the voice business customer service channel. This person will possess comprehensive knowledge of call center operations to include; forecasting, planning, scheduling, intra-day management, methods & procedures, quality assurance, training delivery, and data analysis for call center improvement opportunities.

This position will provide critical input to strategy development and ensure the operational implementation and execution is aligned with the overall vendor partner portfolio strategy including formation of goals, priorities, action plans and communication to ensure total organizational alignment.

Activities will include but are not limited to:

• Present to all levels of Verizon and Business Leadership on performance, direction and programs.

• Establish alignment of priorities and goals with all levels of program personnel.

• Assess all functional execution, identify all gaps in performance, practice and policy; direct action planning, implementation and execution to improve operating resultson a site level.

• Conduct daily operational meetings to assess results and performance, training readiness and completion, daily shrink plan, go-to-market implementation, and direct real-time changes.

• Participate in quarterly operations reviews with Verizon Wireless and vendor partner senior leaders.

• Develop and deliver key messages to vendor partner center leadership and staff by way of written, verbal, and visual onsite merchandising.

• Observe and participate in quality calibration sessions,front line and leadership workshops, and sitetraining huddles for contact center improvement.

• Identify leadership opportunities and conduct leader huddles/workshops to improve coaching skills and/or leadership knowledge.

• Review and analyze current contact center results to identify trends. Use this information todevelop and implement targeted action plans to improve performance.

• Inspect and drive completion of training and quality contractual requirements.

• Participate incenter levelresource management initiatives and intraday/planning requestto meet the needs of contact arrival patterns and needs.

• Partner with vendor partner center director and align to Verizon strategy, priorities, and business goals.

• Develop and maintain working relationships with key stakeholders both with the vendor partner staff and remote Verizon employees.

What we’re looking for...

You’ll need to have:

• Bachelor's degree or equivalent work experience.

• 3+ years contact center operations experience leading direct reports or equivalent experience.

• 3+ years managing large projects with measurable results.

• Strong working knowledge of contact center operations and performance management.

• Manager, Supervisor, large team experience leading direct reports, or equivalent experience with delivering results to meet performance and financial goals.

• Strong analytical background with the ability to develop initiatives and programs based off of trends identified.

Even better if you have:

•Management of Vendors/Outsourced Customer Care.

•Managed multiple projects and various stakeholders.

•Bachelor’s or Master’s Degree

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.