What you’ll be doing...

The Wireline Operations Controls Center (OCC) provides provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and is open 24 hours, 365 days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As a member of the operations center team you will be a part of a very high paced and customer focused work environment. The position requires strong leadership skills as well as team and personal accountability.

This Supervisor (Dispatch-Readiness) position has an overall responsibility for ensuring technicians are deployed according to Operations Control Center (OCC) recommended dispatch priorities to meet business and operational needs for residential, small and large business customers. The Supervisor is tasked with effective management of installation and maintenance work requests and managing day to day operational issues 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 field operations in all matters pertaining to scheduling, staffing, deployment, communications, arrivals and commitments met and Verizon and departmental objectives.

  • Supervise the daily activities of ten or more direct reports in a union environment. Provide dispatchers with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met.

  • Strong collaboration with Field Area Managers and Local Managers to optimize and maximize resources; managing multiple tasks simultaneously is a must.

  • Must be able to work on Weekends/Holidays and rotating shifts.

  • Able to focus on outlined Performance Metrics to Grow the Business.

  • Recognizes/celebrates employee development. Conduct employee appraisals and communicate positive and negative feedback effectively. Ability to solve problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach employees.

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.
  • Strong operations experience (scheduling, safety administration, data tracking, project management, employee evaluations).
  • Experience supervising/managing a team.
  • Previous experience in customer service/call center or field operations.

  • Proven decision making skills and the ability to succeed in a dynamic, highly visible/risk intensive environment.

  • Strong demonstrated organizational and administrative skills.

  • Must have good working knowledge of installation and maintenance provisioning and repair procedures for FIOS, Copper and Specials work.

  • Previous experience working in a union environment.

  • Demonstrated ability to work under pressure, 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 and effective 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.

  • Must have good working knowledge of the following systems: WFA-DO, vRepair, NSOP, VzOT, WBN.

  • Working knowledge Company Systems: STORC, iVAPP, COA/COAD, iGO, WBN, VZWorks, OASIS, vRepair, FiOS Capacity Management Tools.

  • Must have good working knowledge of Excel, Word, and Outlook.

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.