What you’ll be doing...

Direct the strategic and operational management of Consumer Customer Service & Sales centers across NY and MA consisting of 800+ employees incorporating leadership and management strategies that develop engaged, high performance teams. You’ll be working on increasing sales, reducing costs, increasing team efficiency, and improving customer experience in fun, fast-paced contact centers. The position will manage the day-to-day activities of customer service and revenue growth across the mid-Atlantic region. This is a very hands-on position, and an excellent opportunity for a strategic, analytical, results-driven team player who can wear multiple hats and thrive in a fast-paced environment.

Responsibilities will include:

  • Act with high level of integrity; hold yourself and team accountable

  • Lead, motivate and develop a customer service and sales leadership team to deliver exceptional results in a fast-paced, ever-transforming environment

  • Proactively develop the tactical and strategic plans to generate required revenue growth, and improve customer experience, productivity and efficiency metrics

  • Deliver service differentiation through optimizing technology and reducing customer effort

  • Partner with Operations, Marketing and other departments to drive innovation in customer experience

  • Ignite cultural transformation through employee engagement, coaching and development

  • Provide leadership that promotes teamwork, employee respect, empowerment, and open communication; assist in the development of second and first level managers

  • Participate in constant dialogue with center management and peers to share best practices and take all necessary steps to change behaviors through coaching to performance

  • Develop and support strategies and provide leadership and motivation to employees in a large team environment

  • Implement communication strategies to keep management and associate teams informed and up-to-date on corporate strategies and initiatives, customer service requirements, and organizational objectives

  • Participate regularly in organizational communication and motivational opportunities. Initiate programs to positively impact employee morale. Communicate and participate in organizational diversity activities

  • Maintain a strong knowledge of all products, practices and policies required to lead and develop a team

  • Positively manage the labor/management relationship to achieve corporate results. Partner with Labor Relations to achieve labor union support for innovations to the contact center environment

What we’re looking for...

A positive, can do attitude and the ability to inspire others. You set the bar high when it comes to achieving goals, and you know how to motivate others to help you get there. You have the ability to make tough and equitable decisions in the name of customers and the company. Leading change with direct reports as well as indirects. You’re ready to inspire a diverse workforce, you’re open to new ideas, relate well with a variety of different people, and attuned to the needs of others to ensure that they can perform at their best. You thrive in a fast-paced, dynamic environment where you are visible, present and engaged. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. Inspiring and developing a team to achieve great results is personally rewarding for you. People trust you—you build relationships and credibility quickly. You enjoy multitasking and managing your time effectively to get everything done.

You’ll need to have:

  • Bachelor's degree in business administration, management or related field or equivalent experience

  • 8+ years in a leadership role managing multi-site teams of managers and associates in a contact center and demonstrated progression in job-related experience

  • 3+ years of experience in sales management in a contact center

  • Tenacious, persuasive, and passionate in achieving consistently high levels of objective success

  • Track record of driving cost reductions without negatively impacting performance or customer satisfaction

  • Proven track record in driving sales in an inbound environment

  • Strong writing and speaking/presentation skills, attention to detail, project management and organizational skills, and excellent partnering skills including working collaboratively, effectively, and efficiently with internal and external customers

  • Experience effectively coaching and developing employees in a sales environment, providing skills, support and motivation

  • Proven time/priority management focus to accomplish all initiatives

  • Ability to quickly establish and maintain an effective rapport with individuals of diverse backgrounds and professional levels

Even better if you have:

  • Advanced degree in business or related field

  • Demonstrated experience operating within a large, complex, matrixed organization

  • Call center experience in a bargained-for environment

  • Demonstrated expertise in strategic planning, market assessment, and competitive analysis

  • Strong project management experience

  • Lean or Six Sigma Certification

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.