What you’ll be doing...

When customers reach out, you’ll make sure we have the right people ready to support them—because outstanding customer service is what we are all about. We need people to answer questions about financial matters from credit approvals to processing of credit card transactions. That’s where you come in. You’ll be working behind the scenes, tracking hours, scheduling time off and making sure we have accurate information about who is available when—and ensuring we have enough resources to serve customer needs. Ultimately, you’ll be the one ensuring that we provide the highest level of customer support by making sure we have the right resource available at the right time – every time.

  • Maintaining current and accurate workforce planning information in our system.
  • Running reports for resource planning.
  • Maintaining the workforce planning system to keep it running smoothly.
  • Facilitating scheduling resource management processes, activities, changes and requests.
  • Reviewing processes with a focus on continuous improvement.

Additional Responsibilities:

  • Responsible for day to day operations and management of online resources to meet inbound, outbound and offline goals for all workgroups.
  • Execute daily outbound collection dialer strategies and campaigns (internal and vendor); review results and recommend strategy changes.
  • Ensure maximum productivity of all online and offline work groups in the CFS call centers and vendor locations in order to meet inbound KPIs and shrink targets.
  • Partner with strategy, scheduling and staffing teams to increase productivity and effectiveness.
  • Seamless interaction and teamwork across the Resource Management team, the Call Center Management teams, and supporting staff to ensure full coverage of business operations.
  • Accurate and Real-Time Communication (Outages, Service Level/Abandon Rates) to senior leadership via alerts and text messages, including weather monitoring/center communication for all CFS centers.
  • Monitors attainment of objectives and adapts quickly to changing business conditions.
  • First tier support for call routing monitoring/troubleshooting for all CFS work groups.
  • Responsible for managing to area’s vendor call volume forecasts and service levels. Identifying productivity opportunities and communicating with vendor team.
  • Daily vendor partnership regarding overtime, staffing, and additional shrinkage requests.

What we’re looking for...

You’re highly analytical and have an eye for detail and accuracy. Making sense of quantitative data is your specialty and you find ways to convey information so others can understand. You’re quick to respond to changing situations and adept at juggling multiple projects---while making sure that no balls are dropped. When you see ways to improve, you share your ideas generously with others.

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.

Even better if you have:

  • A degree.
  • Worked with workforce planning and time tracking tools. Ideally, Innovation Excellence (IEX).
  • Knowledge of Finance or Accounting.
  • Maintained databases and generated reports.
  • Call center experience.

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.