What you’ll be doing...

This supervisor role is a first level position for the RBCC Order Operations team whose principle role is assuring Verizon provides an optimal customer experience across the retail enterprise and government customers for leading edge products and services including local access, special access PRI and business fios. Key functionality includes but is not limited to:

  • Coaching and mentoring a large team of employees to ensure optimal customer service is provided to Enterprise and government customers.
  • Providing clear and concise feedback, taking remedial actions on improvement and providing individualized support as required.
  • Effectively planning and executing workload balancing, customer commitments and training initiatives.
  • Escalation management and resolution.

Primary job duties and responsibilities include but are not limited to:

  • Provide supervision and developmental coaching of employees assessing ongoing performance, providing feedback, training and development as required, and taking appropriate corrective actions to support employees in achieving their objectives.
  • Perform quality work reviews to provide performance feedback.
  • Conduct periodic side by sides and remote ACD, UOTM and VeCRM observation reviews with hands on coaching, mentoring and follow-up commitments as required. Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussions as well as cross team meeting readouts.
  • Ensure employees appraisals are aligned with corporate standards.
  • Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.
  • Build two way working relationships intra-interdepartmentally with strategic partners, suppliers and customers.
  • Manage all aspects of customer requirements including managing regular business, Customer Service Level Agreements and on demand escalations to satisfactory resolve including expediting processes, meet new critical needs or facilitate changes effectively.
  • Ensure knowledge of Enterprise products and knowledge of rule governance and parity requirements across Federal, State and Local governing bodies for all products in the voice, local, and Special Services spaces.
  • Know your individualized performance metrics determining drivers and formulating action plans for improvement.
  • Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union. Partner with Human Resources as needed to support department or corporate needs.
  • Perform other duties as assigned by leadership.

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.
  • One or more years of supervisor and/or leadership experience.
  • Three or more years of experience in customer service, leadership and team interaction skills.
  • POTS, Centrex, PRI’s, FIOS and Ethernet services.
  • Ordering, Billing and provisioning processes.
  • Knowledge with FCC Regulatory Requirements and/or Federal, State and Local law.
  • Experience to a unionized environment.
  • Excellent organizational, analytical, written, and oral communication skills.
  • Excellent time and people management and problem-solving skills.
  • Ability to use good judgment, make independent decisions and proactively problem solve as required.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Ability to work as a team member, as well as independently.
  • Experience in Microsoft office suite with an emphasis on Excel.

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.