What you’ll be doing...

This position is responsible to monitor daily customer contacts within the CFS call center to measureemployee performance in meeting quality standards, compliance to Verizon processes, and delivery of promoter level customer experiences. A key accountability to this position is to provide face-to-face or remote feedback to eachemployee as well as the employee's supervisor in a timely manner. The ideal candidate will possess the ability to identifybehaviors and provide applicable coaching/feedback in support of performance plans. The candidate is responsible to accurately document each observation, and utilize data to support necessary audits, identify trends, and communicateto employees, managers and executives areas of opportunities within the organization. Global feedback is provided to training liaisons to assist in driving organizational improvement through training and development programs. The candidate will possess the ability to clearly articulate feedback specific to organizational processes.

Additional responsibilities include but are not limited to:

  • Partnering with field Supervisors to ensure quality assurance standards are met for both evaluative and diagnostic observations.
  • Creation of Dashboard and/or Excel Reporting used for Analysis & Trending
  • Supporting the training team with training content for future training modules and initiatives.
  • Partnering with Staff team to address any process and/system issues/gaps.
  • Monitoring and measuring the impact of new processes and/or system changes.
  • Conducting call study trending and analysis

What we’re looking for...

You’re customer focused and enjoy looking at issues through a consumer’s lens. Highly organized, you manage projects on time and on budget. You’re a team player and understand the importance of providing regular status updates to all stakeholders. Since you’re highly analytical, you constantly come up with process improvements and are motivated by the impact you have on the business. You thrive in an environment where you are managing multiple projects in a fast-paced, changing environment.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree in Accounting, Finance, Business Administration or related discipline.
  • Experience working in a collection support call center.
  • Experience in creating complex queries and reporting tools.
  • Experience working with financial, accounting and collection support systems.
  • Experience of electronic customer self-serve support applications

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.