What you’ll be doing...

You will partner with key players to provide stakeholders strategic insight into consumer broadband, video and voice services. You’ll be part of the team concentrating on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience. The work you’ll do every day will change the way that our customers live, work and play.

In this role, you’ll be responsible for:

  • Working with requestors to design and build call studies to answer key questions, building online observation forms for data collection, extracting the data, and providing packaged analysis and presentation of results.
  • Training call analysts prior to studies to ensure accuracy in the data being captured.
  • Identifying big picture trends across one or more lines of business.
  • Finding drivers and solutions to issues and matching findings from these different sources to the intent of the request.
  • Translating results from varied data collection methods.
  • Analyzing data and extracts and defining relevant information.
  • Interpreting data for the purpose of determining past performance and/or to make projections.
  • Performing moderately complex statistical analysis of data reported in the various transactional systems.
  • Developing reports for forecasting, trending, and results analysis.
  • Interpreting reports and dashboards for users who must make business decisions.
  • Assisting with the development of new reports for BI team as well as executive leadership.

What we’re looking for...

You'll need to have:

  • Bachelor’s Degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience as an operation analyst.
  • Experience inputting, extracting and analyzing data.
  • Experience with Tableau, Qlik, and nSAP.

Even better if you have:

  • A degree.
  • Two or more years of experience as an operation analyst.
  • Proficiency in survey/call study design.
  • Proficiency in Nexidia/Qfiniti.
  • Experience with using statistical packages such as SPSS for analyzing large datasets.
  • Program management experience.
  • Proven experience in process and requirements documentation.
  • Ability to comprehend business needs and translate into technical requirements for queries and call studies.
  • Proficient analytical and problem solving skills and proven track record of utilizing insights from data to drive change.
  • Ability to develop and present executive level reports and presentations.
  • Proven ability to work with cross functional teams across all levels of the organization to optimize business results.
  • Capability to speak effectively on the data to management and peers.
  • Ability to work in a fast paced environment.

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.