What you’ll be doing...

When customers reach out, you’ll make sure we have the right people ready to support them—because outstanding customer service is what we are all about. That’s where you come in. You’ll be working behind the scenes driving awareness around workforce planning analysis performance. You’ll be proactively sharing best practices and success strategies with your peers to contribute to positive overall organization performance. Ultimately, you’ll be the one ensuring that we provide the highest level of customer support by making sure we have the right resource available at the right time – every time.

  • Creating and providing enterprise reporting/trending/analysis.
  • Reviewing performance and making adjustments for continuous improvement.
  • Developing, leading and maintaining project plans.
  • Creating and editing content for executive presentations.
  • Providing feedback and recommendations to the Leadership team on process improvement.
  • Leading and facilitating process improvement efforts and operations projects with all necessary stakeholder departments.
  • Attending, leading, and actively participating on cross-functional operations projects assigned to ensure understanding of and conformity to established planning guidelines, standards, processes and methodologies.
  • Identifying and resolving any cross-functional team issues that may impact the project deliverables.

What we’re looking for...

You’re analytical, organized, and detail oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. Identifying opportunities to improve the way things are currently done gives you a lot of satisfaction. You are a highly effective communicator and listen with both your eyes and ears. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and juggle multiple projects with ease.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • One or more years of reporting and analysis experience.

Even better if you have:

  • A degree.
  • One or more years of project management experience.
  • Strong knowledge of reporting tools including MetrEx and Tableau.
  • Capability to effectively work with all levels of management and successfully establish cross functional partnerships.
  • Capability to collaborate virtually with various workgroups simultaneously.
  • Strong working knowledge of Microsoft Office and Google Suites.
  • Capability to work with sensitive and confidential information.
  • Four or more years experience in workforce management, force administration, call routing, and forecasting experience, as well as experience working with the Avaya and IEX / NICE work force management systems.
  • Experience working with excel and access databases.
  • Understanding of IPACD technology and familiar with Erlang C methodology.
  • Call Center School Certification.
  • Formal education in Call Center Management desired.

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.