What you’ll be doing...

In a call center environment, you’ll be supervising the team responsible for resolving customer escalations, and conducting root cause analysis to improve the customer experience. You will achieve maximum productivity and customer satisfaction by evaluating team results, providing direction, and coaching, while leading and motivating your team to create impactful processes.

  • Ensuring timely, complete and cost effective workflows.
  • Ensuring compliance with federal and state credit and collection laws.
  • Partnering with staff to recommend best practices for undertaking collection efforts.
  • Preparing daily, weekly, monthly quality assurance and customer escalation trending reports.
  • Observing team to ensure customers are being contacted properly, processes are followed accurately and mitigation efforts are implemented.
  • Managing the escalation system and monitoring results to ensure customers are being contacted properly.
  • Performing quality checks to ensure accuracy and thoroughness.

• Ensure receivable targets are being met.

• Manage automated collection strategies and develop new strategies

• Monitor team productivity, call stats, and Next Best Action compliance

• Accurately forecast monthly accounts receivable performance.

• Conduct monthly account reviews with staff to ensure they are meeting targets.

• Ensure staff is appropriately covering the receivable base.

• Ensure VZ CPNI standards and quality call monitoring targets are met.

• Prioritize receivable base to ensure most impactful items have focus.

• Identify, drive, and manage risk assessment for base of accounts.

• Lead conference calls with customers and internal contacts to obtain receivable resolution commitments/strategies.

• Review and approve customer transactions, including refunds, credits, payment transfers, etc.

• Provide management ready reporting and analysis.

• Communicate receivables results and individual customer action plans to the Manager and executive levels.

• Communicate and assist Manager with input, context, prioritization and execution of activities in support of the organization’s goals

• Support and drive corporate productivity, transformation, budget, and Digital Finance initiatives.

• Identify, plan and adopt Verizon Best practices.

• Act as backup for the team Manager as needed.

• Develop, set and assign team objectives and development plans. Also assess team performance.

• Manage resources, recruiting, hiring, staff communications, discipline and any reductions.

• Conduct weekly meetings with the entire team

• Conduct weekly 1:1’s with analysts

What we’re looking for...

You thrive in a fast-paced, dynamic environment where different challenges pop up all the time. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. As a top-notch supervisor- inspiring and developing your team to achieve great results is personally rewarding for you. People trust you - you build relationships and credibility quickly. You enjoy multi-tasking and managing your time effectively to get everything done.

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 in Business Administration.
  • Led a team, ideally in a call center environment.

You’ll be Supervising a team of Analysts and ensuring Verizon receivable targets are being met. You will conduct monthly account reviews with Staff to ensure targets are being met and will ensure that staff is appropriately covering the receivables base. In addition to coordinating the team’s work and ensuring quality results, you’ll also be creating a great working environment by providing clarity, direction, feedback, and coaching.

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.