What you’ll be doing...

The Wireline Operations Center 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.

The Dispatch Resource Center (DRC) supervisor responsibilities include dispatching all work for a particular geography including but not limited to, POTS, HSI, Fios, Specials and cable maintenance. The DRC supervisor will need to oversee loading of daily work, provide work flow quality control, build close relationships and coordinate with supplier work groups to meet customer commitments and Operations Metrics.

The DRC team leader will supervise the daily activities of 5-16 direct reports. You will provide developmental training, conduct daily job observations to determine adherence to quality/process requirements. The DRC team leader will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and the field. Will also be required to contact and collaborate with internal/external customers to address various service issues.

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.
  • Willingness to work a flexible schedule, including nights and weekends as necessary.

Even better if you have...

  • A degree.
  • Three or more years of experience in customer service or field operations.
  • Experience in a union environment.
  • Strong supervisory, communications and negotiation skills.
  • Experience in scheduling, employee evaluations, dispatching.
  • Experience managing an expense budget and working within overtime objectives.
  • Strong customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels.
  • Ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience.
  • Experience managing up multiple levels and setting appropriate executive expectations.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Ability to identify root cause for underperforming objectives and develop get well plans and set benchmarks.
  • Knowledge in advanced MS Suite (Excel, Word, PowerPoint, Outlook).
  • Experience in forecasting Force/Load experience.
  • Knowledge of outside plant and facilities.
  • Experience in managing associate performance on AIMS/IPACD applications.
  • Ability in leading high performing teams.
  • Experience supporting company policies and work rules.
  • Experience in WFA/DO; VRepair; CoA; Work Manager/Dexter; iVAPP; iGO, AIMS, IPACD.

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.