What you’ll be doing...

Responsible for interacting with the VCM leadership team to oversee the workforce planning, call routing and delivery, and scheduling of the LiveSource and Service Fulfillment Centers. You will be part of a team that is accountable for all aspects of interday/intraday force management administration within the LiveSource footprint in a 24 hour, 7 days a week environment. Additionally, will be responsible for creating tour schedules for LiveSource and the Service Fulfillment Centers.

  • Efficient use of call center staffing resources to meet customer demand for each 15 minute increment in an effort to ensure objective answer time results are achieved across all intervals, while balancing service level objectives. Must ensure all regulatory and contractual service levels for multiple services are met. Primary force to load projections is for Operator Assistance and Directory Assistance services.
  • Manage intraday and force situations to determine and act on appropriate course of action. Directly accountable for reviewing historical and intraday statistics to determine required force adjustments, in conjunction with load balancing to maintain appropriate occupancy and utilization levels across all systems.
  • Implement best practices in workforce management across all systems to ensure consistent processes / procedures. Responsible for ensuring adherence and compliance to national workforce management policies and procedures.
  • Direct and implement proper action to handle emergency conditions including severe weather, technical and equipment problems, power failures, and national emergencies that adversely affect customer service. Effectively communicate any trouble condition to the centers, facility groups, and executive support.
  • Responsible for ticket coordination and trouble-shooting for all force management issues.
  • Create efficient associate tour schedules, while balancing the various elements of tour cost, associate performance, and union contracts, with the ability to meet system requirements.
  • Responsible for conducting adhoc analyses and managing metric reporting as it relates to developing, analyzing, and producing daily, weekly, and monthly reports used to assess current trends relative to driving day to day business decisions.

What we’re looking for...

You are detail-oriented and organized without losing sight of the big picture. Digging into data to identify opportunities and coming up with recommendations that will have a big impact makes you feel good. You have outstanding analysis and decision making skills along with excellent communication skills.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Three or more years of workforce management, force administration, call routing and forecasting experience, as well as experience working with New Metrics FA&M, Centrefuge and IEX / NICE workforce management systems.
  • Willingness to work a flexible schedule, including evening, weekends, and holidays as necessary.

Even better if you have:

  • A degree.
  • Customer service and/or call center experience.
  • Call Center Certification.
  • Knowledge in Call Center Management.
  • Strong math skills and with Erlang C methodology.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills.
  • Strong analytical, decision making and critical thinking skills.
  • Prioritize, multi-task and be administratively efficient.
  • Experience within a unionized and labor regulated environment.
  • Strong Excel skills (proficiency in writing formulas and macros is a plus).

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.