What you’ll be doing...

You will be managing and leading a team of high functioning (9) Sr Analyst comprising the National Call Routing Optimization & Planning (NCROP)/National Consumer Management Ops (NCMOS)teams under the WPA umbrella of the Verizon Consumer Group. The team supports nationally the following LOBs - Consumer/Business/IDC/Multilingual/TECH/EVRC/HSI as well as the Global Business Partners (formerly known as Vendor support) across the entire Verizon footprint.

The NCROP team responsibilities include but are not exclusive to:

  • Call Routing requirements designs, documentation and templates
  • Dynamic call routing, planning, implementation and GUI database maintenance
  • Transfers (Call Manager dynamic and Direct Dialed) governance and maintenance
  • Marketing Camp ID Routing flow developments
  • User Acceptance testing, development and tracking
  • Profile Template strategist and management

The NCMOSteam responsibilities include but are not exclusive to:

  • Avaya CM, CMS Supervisor, One-X Agent, and Reports - Administrations and trouble resolution
  • VzB Toll Free Numbers - submission, provisioning, traffic diversions and support
  • Task Manager System - Call center location updates, trouble tickets, access and self-registration support
  • Marketing OHM Management

Our goal is to improve the Verizon customer's experiences and while balancing competing strategies in our business.

What we’re looking for...

You are driven by accomplishments and you show respect to our business clients and team members. You communicate openly, candidly and listen to others suggestions all while keeping the customers experience in mind. You have a comprehensive knowledge of the Call Routing, Networking and Platform Administration technology and a solid understanding of the associated rules. You have a passion for building and leading high performing teams.

You’ll need to have…

  • Bachelor's degree or four or more years of work experience
  • Six or more years of relevant work experience
  • 3-5 years’ experience managing knowledge workers in SDLC roles
  • 3-5 years’ experience documenting business requirements for software enhancements
  • Demonstrated track record of value delivery and strategy execution
  • Demonstrated track record of critical thinking and problem solving

. Even better if you have:

  • A degree in in Computer Science, Information Systems or other related technical disciplines.
  • Degree in a technical discipline
  • Formal training in relevant topics
  • Experience and expertise with Automated Customer Engagement or Customer Service systems

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.