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 part of the operations center team you will be a part of a very high paced and customer focused work environment.

This position is for a Supervisor in the PA/DE MCO/OCO center in Pittsburgh, PA. The candidate must have strong leadership skills and the ability to lead and develop a team in providing excellent customer service for all customer bases. We are a 24x7 customer facing operation. In addition to delivering a world-class customer experience, the successful candidate will be responsible for:

  • Managing a team of direct reports in a unionized environment responsible for the following functions:
    • Maintenance of circuits
    • Control and coordinate circuit provisioning & repair activities
    • Utilizing remote test systems
    • Applying fault isolation techniques and standard diagnostic procedures to isolate and resolve equipment and circuit problems.
  • Ensuring the proper test and isolation processes are being used by center technicians, monitor daily work and assign work accordingly,
  • Administer absence plan as needed, conduct monthly quality and safety reviews, time reporting, and weekend and out of hours management tour assignments on rotating basis.
  • Ensure accountability to supplier organizations in order to meet service objectives.
  • Work with the union to resolve grievances and or workplace issues and create a positive working environment.
  • Act as the main Point of Contact for the associated customers, and Service Managers.
  • Provide detailed technical information, summarize and log the results/findings of each activity, escalate as needed to supplier organizations, and issue reports.
  • Requirements also include weekend duty, on call, and extended hours as required.

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.
  • Experience in reading and interpreting circuit design info and WFA logs.
  • Experience with the Google G suite products, Microsoft Word, Excel, PowerPoint, and Microsoft Outlook.
  • Willingness to work a flexible schedule, including nights and weekends as necessary

Even better if you have:

  • A Bachelor’s degree
  • Experience supervising union employees. Experience and knowledge of CWA Contract, labor relations and grievance process.
  • Ability to work independently and effectively with minimal supervision, ability to make recommendations and decisions that have direct impact on the corporate and organization objectives
  • Communication skills, organized and ability to motivate employees to exceed objectives.
  • Strong PC skills - Excel, Outlook, MS Word, etc.
  • Experience interfacing with various supplier groups and working with teams.
  • Knowledge of Word Docs
  • Knowledge of AMTS
  • Knowledge of Absence Control Plan
  • Knowledge of Verizon Safety Plan
  • Knowledge with Union contracts.
  • Knowledge of TIRKS
  • Knowledge of vRepair
  • Knowledge of Avaya ACD
  • Knowledge of WFA-C
  • Knowledge with both Analog & Digital technologies (DS0, DS1, DS3)

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.