What you’ll be doing...

This Dispatch Supervisor position has an overall responsibility for ensuring central office technicians are deployed according to dispatch priorities to meet business customer due dated orders. The Supervisor is tasked with effective management of loading and monitoring central office ticket requests and ensuring the resolution to all escalated and non-escalated issues are handled in a timely manner.

Responsibilities will include managing the following, but are not limited to:

  • Provide complete support to central office operations in all matters pertaining to scheduling, communications, arrivals and commitments met and departmental objectives.
  • Supervise the daily activities of 11+ direct reports in a union environment. Provide Administrative Assistants with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Perform quality observations on every employee to ensure quantity and quality objectives are met.
  • Strong collaboration with Central office managers Area Managers, optimize and maximize resources; effectively manage multiple tasks simultaneously.
  • Participate in afternoon Dispatch calls, and analyze missed metrics to improve overall performance for our customers.
  • Recognize/celebrate employee development. Conduct employee appraisals and communicate feedback effectively. Solve problems of moderate scope, effectively analyze results and lead, motivate, develop and coach employees.
  • Must be able to work on Weekends/Holidays and rotating shifts.

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.
  • Customer service experience.
  • Previous experience in customer service/call center or field operations.
  • Proven decision making skills and the ability to succeed in a dynamic, highly visible environment.
  • Strong demonstrated organizational and administrative skills.
  • Basic working knowledge of installation and maintenance and for FIOS, Copper and Specials work.
  • Previous experience working or leading in a union environment.
  • Demonstrated ability to thrive in a dynamic environment, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Outstanding customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels.
  • Proven ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience.
  • Proven ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume.
  • Working knowledge of the following systems: WFA-DO,NSOP, COA dispatch.
  • Working knowledge of Excel, Word, and G mail.Working knowledge Company Systems: STORC, COA/COAD, WBN, OASIS, vRepair, Optix.

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.