What you’ll be doing...

The Wireline Operations Control 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 position is for Sr Manager, Dispatch Readiness for the OCC'sMid-Atlantic North (MA-N) Region. The Sr Manager will oversee approximately 80+ employees while supporting a large geographic span of Field Technicians who need assistance in Real Time addressing roadblocks and any other challenges that may be preventing us from meeting our commitments to our customers. In addition, the Sr Manager needs to partner with national staff and IT to find best practices and drive positive business results. Furthermore, the position is responsible for working inter-departmentally with engineering and construction in order to clear obstacles and caring for pending past due work volumes. Responsibilities will include the following, but are not limited to:

  • Cultivate a strong, positive culture through coaching, mentoring and development.
  • Supervision of your team toward performance and customer care excellence while supporting field operations teams.
  • Lead on customer communication by driving streamlined process, outside of the box thinking and adoption of automation throughout the MA-N Region
  • Establishing policies and procedures balanced against the customer needs and overall business priorities.
  • Balancing workload with available workforce and deliver business objectives through innovation, flexibility, and creativity.
  • Identifying root cause for underperforming objectives and develop get well plans and set benchmark.
  • Driving minimization of expense.
  • Driving accountability to achieve business results and provide a best in class customer service experience and an engaged workforce.
  • Resolving conflicts and providing solutions to enhance team effectiveness to exceed corporate objectives.
  • Providing efficient Short-term and Long-term Workload Forecasting.
  • Interpreting current labor agreements and negotiate through the grievance procedure.

What we’re looking for...

You’ll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if youhave:

  • Five or more years of people leadership experience.
  • Previous experience in customer service/call center or field operations.
  • Working knowledge Company Systems: STORC, iVAPP, iGO, WBN, OASIS, FiOS Capacity Management Tools
  • Experience and understanding of CWA Contract, Labor Relations and Grievance process. Union-Management negotiation experience.Willingness and availability to work a flexible schedule to include evenings and weekends, on-call and respond to out-of-hours emergencies.
  • Demonstrated strong organizational, interpersonal, negotiation, people development and operational skills.
  • Demonstrated capability to effectively communicate and present with stakeholders at all levels.
  • Proven ability to meet deadlines, manage multiple projects and priorities simultaneously.
  • Proven ability to build sustainable strong results against given metrics.
  • Ability to work independently and with a team.
  • Ability to proactively address issues in a high volume environment.
  • Working knowledge Company Systems: CoFEE Dispatch, CoFEE, vRepair, NSOP, VzONTIME, Workbench National
  • Must have good working knowledge of Excel, Word, PowerPoint and Google Mail

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.