What you’ll be doing...

These positions will provide critical support to Customer Service Vendor Strategic Partnership based in Commonwealth Quezon City

The position involves providing support on goals and responsibilities of the partner program supporting consumer Postpaid Customer Service. Responsibilities include identifying and correcting training gaps, program opportunities, and implementing and executing action plans to improve operating results. This position will be accountable for operational and customer results of the vendor site being supported.

The ideal candidate will possess comprehensive knowledge of call center operations to include: coaching and development, methods and procedures, quality assurance, training, and resource planning.

  • 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 results.
  • Conduct operational meetings to assess results and performance, training readiness and completion, daily shrink plan and go-to-market implementation and direct real-time changes.
  • Assess supervisor and representative performance.
  • Identify all gaps in performance, practice and policy; direct action planning, implementation and execution to improve results.
  • Review and analyze current center results to identify trends from a center level and provide recommendations for improvement.
  • Observe huddles for execution and content. - Identify leadership opportunities and conduct leader huddles to improve coaching skills or knowledge.
  • Constant communication with all levels of management, Operations, field teams, as well as vendor teams.

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.
  • Experience leading direct reports or equivalent experience with delivering results to meet or exceed performance and financial goals or Formal Verizon New Hire and Continuing Education Training Experience.

Even better if you have:

  • A degree.
  • Three or more years of Call Center Supervisor/Management experience.
  • Excellent in critical leadership skills such as project management, planning, prioritization, effective communication, etc.
  • Track record of developing direct reports for positions of greater responsibility scope and scale.
  • Ability to deliver performance through influence.
  • Proficient in Excel and Presentation.
  • Advanced communication skills and the ability to communicate effectively at all levels of the business.

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.