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. The position requires strong leadership skills as well as team and personal accountability.

This position is for a Senior Analyst, Operations in Livingston, NJ. You’ll be an integral part in supporting and continually improving the absence administration of Field and Center employees within Mid-Atlantic North (MA-N) Operations. Responsibilities include, but are not limited to, the following:

  • Improve/maintain attendance with effective management and application of local Regional Attendance Plan; review/utilize pattern/trend, ad hoc reports; ensure that documentation is thorough, accurate, timely and objective.
  • Utilize AMTS, Sedgwick, HR, and eWeb for case management/status; keep current on attendance related systems, reporting and analysis tools, programs, local CBA.
  • Analyze COGNOS data/output to evaluate attendance performance and identify opportunities for measurable action and acknowledgement.
  • Proactively manage/monitor Disability, Workman’s Comp, and ADA cases throughout the case lifecycle, utilizing available resources; administer/apply discipline/retrogression.
  • Utilize Medically Restricted Policy (Mid Atlantic), handle attendance related grievances.
  • Initiate Fraud Case Summaries and Suspicious Patterns of Absences (SPOA).
  • Recognize and address internal/external factors that drive/influence absence.
  • Meet monthly/quarterly with associates and/or groups to communicate attendance issues/performance scorecards.
  • Build strong, positive relationships with peers and associates.
  • Communicate/post results; highlight improvement trends.
  • Preparation of 3 Year Summaries to present and review with the Absence Review Team.
  • Attend organizational training sessions.
  • Read/research attendance/absence health/wellness articles, websites; keep current on business issue.

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 in a customer service call center environment.
  • Data entry experience.
  • Willingness to travel.

Even better if you have:

  • Bachelor's degree.
  • Two or more years of experience in a customer service call center environment.
  • One or more years of data entry experience.
  • Knowledge of center systems.
  • Experience in data analysis and presentation of data.
  • Experience working with G Suite and MS Office applications including Word, Excel and PowerPoint.
  • Articulate concise and effective written and verbal communication skills.
  • Experience in administration of policy and procedure.

    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.