What you’ll be doing...

The role of a Consultant is to assist the VM in managing the relationship between third-party suppliers and Verizon. Working directly with the suppliers, the Consultant is the liaison between the vendor operations, quality and training teams and Verizon. The Consultant must take proactive responsibility for tracking center performance and ensuring agreed-upon service-level agreements, performance metrics, and customer satisfaction goals are being met. This position requires flexibility and may often require work outside the normal hours of operation depending upon the location. Occasional travel to other vendor or Verizon locations may be required.

Education:

- Bachelor’s Degree, Master’s degree OR equivalent work experience

Experience:

- Minimum 7 years of management and operations experience

- Minimum 7 years of call center experience

- 1 year of Program/Project Management experience

- Exposure to chat processes and understanding of the call center operational metrics

Qualifications:

- 5-6 years of experience in the Call Center Industry or Client services directing large scale accounts or equivalent work experience.

- Entrepreneurial individual who role models outstanding management and leadership characteristics

- Results-oriented leader who defines and manages achievement of performance objectives

- Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers

- Ability to work independently with minimal management guidance

- Understand the evolving support and service requirements of customers

- Understands and applies best practices to help accelerate improvement opportunities

- Ability to set business expectations and proactively manage teams to deliver against those expectations

- Ability to work efficiently in a highly demanding, team-oriented and fast paced environment

- Ability to successfully deliver multiple complex projects simultaneously

- Ability to think and influence both at the strategic and execution level

- Acts with confidence and decisiveness to solve problems

- Excellent oral and written English communication skills including listening and presentation skills

- Capable of analyzing complex situations and planning for contingencies

- Ability to communicate and calibrate supplier to Verizon Call handling requirements and Processes.

- Ability to interpret and monitor compliance to contract requirements

Desired Skills:

- Good working knowledge and experience in Project Management concepts

- Experience calculating corporate metrics

- Process analytics experience or statistical process control experience (e.g. TQM, Six Sigma)

- Bachelor’s Degree / Computer Science / Equivalent work experience

- Experience with Broadband/Tech Support

- COPC Certification

- Proven track record of support delivery within Telecommunications or Networking accounts preferred

- Understanding of TCP/IP and computer network -Data management and programming skills (e.g. ASP.net, SQL, MS Access, Macros, FTP or SharePoint management)

Work Timing : 5:30 PM - 2:30 AM / 10:00 PM - 07:00 AM

What we’re looking for...

The role of a Consultant is to assist the VM in managing the relationship between third-party suppliers and Verizon. Working directly with the suppliers, the Consultant is the liaison between the vendor operations, quality and training teams and Verizon. The Consultant must take proactive responsibility for tracking center performance and ensuring agreed-upon service-level agreements, performance metrics, and customer satisfaction goals are being met. This position requires flexibility and may often require work outside the normal hours of operation depending upon the location. Occasional travel to other vendor or Verizon locations may be required.

Education:

- Bachelor’s Degree, Master’s degree OR equivalent work experience

Experience:

- Minimum 7 years of management and operations experience

- Minimum 7 years of call center experience

- 1 year of Program/Project Management experience

- Exposure to chat processes and understanding of the call center operational metrics

Qualifications:

- 5-6 years of experience in the Call Center Industry or Client services directing large scale accounts or equivalent work experience.

- Entrepreneurial individual who role models outstanding management and leadership characteristics

- Results-oriented leader who defines and manages achievement of performance objectives

- Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers

- Ability to work independently with minimal management guidance

- Understand the evolving support and service requirements of customers

- Understands and applies best practices to help accelerate improvement opportunities

- Ability to set business expectations and proactively manage teams to deliver against those expectations

- Ability to work efficiently in a highly demanding, team-oriented and fast paced environment

- Ability to successfully deliver multiple complex projects simultaneously

- Ability to think and influence both at the strategic and execution level

- Acts with confidence and decisiveness to solve problems

- Excellent oral and written English communication skills including listening and presentation skills

- Capable of analyzing complex situations and planning for contingencies

- Ability to communicate and calibrate supplier to Verizon Call handling requirements and Processes.

- Ability to interpret and monitor compliance to contract requirements

Desired Skills:

- Good working knowledge and experience in Project Management concepts

- Experience calculating corporate metrics

- Process analytics experience or statistical process control experience (e.g. TQM, Six Sigma)

- Bachelor’s Degree / Computer Science / Equivalent work experience

- Experience with Broadband/Tech Support

- COPC Certification

- Proven track record of support delivery within Telecommunications or Networking accounts preferred

- Understanding of TCP/IP and computer network -Data management and programming skills (e.g. ASP.net, SQL, MS Access, Macros, FTP or SharePoint management)

Work Timing : 5:30 PM - 2:30 AM / 10:00 PM - 07:00 AM

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.