What you’ll be doing...

The Wireline Operations Center 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.

The Workforce Administration (WFA) supervisor responsibilities include managing the schedules of installation and maintenance, construction, and central office technicians as well as center associates. Ensuring accuracy of scheduling aspects such as sick and vacation time in addition to training, meeting and N day assignments will be critical in order to ensure the success of the organization.

The WFA team leader will supervise the daily activities of 5-16 direct reports. S/he will provide developmental training, conduct daily job observations to determine adherence to quality/ process requirements. S/he will also be responsible for demand forecasting and capacity management. This includes movement of field forces, clock management, setting field overtime requirements in conjunction with finance and hosting daily calls with the DRC and field teams. The capacity manager works closely with finance, sales and the center and field directors to ensure that all work is cared for while meeting service and budget objectives

The WFA team leader will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and the field. Will also be required to contact and collaborate with national staff and IT to work on system enhancements.

What we’re looking for...

You’ll need t 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
  • Forecasting Force/Load experience
  • Strong knowledge of outside plant and facilities
  • Experience managing associate performance on AIMS/IPACD applications
  • Experience of leading high performing teams
  • Union-Management negotiation experience
  • Experience of supporting Company policies and Work Rules
  • Strong supervisory, communications and negotiation skills
  • Experience managing an expense budget and working within overtime objectives
  • Willingness to work a flexible schedule, including nights and weekends as necessary.
  • Ability to work on dynamic enviroment, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives
  • Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels
  • Ability to act as the customer advocate and escalate to all levels of management in order 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 root cause for underperforming objectives and develop get well plans and set benchmarks
  • Advanced knowledge of MS Suite (Excel, Word, PowerPoint, 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.