What you’ll be doing...

The Upstate NY Operations Control Center (OCO/MCO) is responsible for Special Services circuit maintenance for Analog/DS0 level / DS1 / DS3 / Dark Fiber and up to 10gig Ethernet circuits for Mid-State and Upstate NY. In addition, we are responsible for the installation of Analog/DS0 level & DS1 level new circuit installation orders for the same geography. We are a 24x7 customer facing operation. In addition to delivering a world-class customer experience, the successful candidate will be responsible for:

  • Creating and maintaining a culture of accountability within the framework of a positive and highly collaborative office environment.
  • End to end center operations related to OCO/MCO functionality.
  • Managing a team of union-represented technicians responsible for the following functions:
    • Receive and analyze incoming trouble reports and new installation orders from customers.
    • Control and coordinate circuit provisioning & repair activities.
    • Provide timely status to customer on provisioning & repair activities.
    • Initiate referrals to technical support groups.
    • Care for the needs of our customers professionally and appropriately.
    • Escalate issues inside and outside the center.
    • Perform and coordinate circuit rearrangement activity.
    • Recognize Repeater and Chronic troubles and take appropriate action necessary to ensure they do not reoccur.
  • Establishing effective communication lines/methods.
  • Identifying and solving employee problems; managing conflict, responding to grievances.
  • Establishing clear roles, responsibilities and work assignments.
  • Managing employee performance; setting clear objectives; assessing performance and coaching for improvement.
  • Providing adequate training for employees.
  • Managing the response to a high volume of critical escalations in a timely manner.
  • Partnering with, and escalating to our internal supplier organizations to resolve issues.
  • Administering Verizon processes and policies as they relate to safety, attendance, performance, work rules, labor relations and code of conduct to create an ethical, non-discriminatory safe and productive work environment.

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.
  • Experience with scheduling, training, employee evaluations, and project tracking.
  • Experience with unionized environment.
  • Management experience of eight or more employees.
  • Strong supervisory, communications and negotiation skills.
  • Willingness to work a flexible schedule, including nights, weekends and on-call duty as necessary
  • Ability to work under pressure, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Strong customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational and written and verbal communication skills with a proven track record of communicating effectively at all levels.
  • Ability to act as the customer advocate and escalate to all levels of management to drive a positive customer experience.
  • Experience managing up multiple levels and setting appropriate executive expectations.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Ability to identify the root cause for underperforming objectives and develop get well plans and set benchmarks.
  • Advanced knowledge of MS Suite (Excel, Word, PowerPoint, Outlook).
  • Knowledge of telecommunications.
  • Experience leading high performing teams.
  • Experience supporting company policies and work rules.
  • Experience with WFA/DO; VRepair; CoA; Work Manager/Dexter; iVAPP; iGO, AIMS, IPACD.
  • Strong leadership skills as well as team and personal accountability.
  • Two or more years of Network office or related field experience with designed circuits.
  • Knowledge of communication networks related to special access service.

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.