Responsibilities

The Sr. Manager-Tech Customer Service position is responsible for overseeing the Tech Support function in assigned geographic area and partnering with the leadership team to proactively initiate and support key strategies geared to promote performance, quality, employee development, and engagement across the geographic area.

The Sr. Manager leads a team of Tech Support managers who are responsible for coaching and developing their direct report supervisors. Also provides oversight on day-to-day activities, is knowledgeable of local competitive landscape, and builds relationships with union and local community leaders. Acts as an advocate for the geographic area by appropriately communicating with key stakeholders. Additional responsibilities include:

  • Provides leadership to both direct and indirect reports in the development and implementation of strategic plans to ensure effective two-way feedback while motivating a high performance productive environment
  • Responsible for delivering on all Service, Cost, and Employee measures for the call centers
  • Identifies and manages hiring needs for the Tech Support team
  • Continuously evaluates processes for improvement
  • Analyzes statistical trends and opportunities
  • Maintains up to date technical products and services knowledge to support customers and direct reports
  • Gives proactive feedback and recommendations to Senior Management on business operations and performance

Qualifications

Must have:

  • Bachelor’s degree or six or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in customer service.
  • Knowledge of MS Word, Excel, Power Point, and Microsoft Outlook.
  • Willingness to work nights, weekend duty, on call, and extended hours as necessary.

Ideally, you will also have:

  • Advanced degree.
  • Three or more years of management experience.
  • Three or more years of experience in customer service voice, data, and internet or related field operations.
  • Five or more years of management and operations experience in a technical support or customer service call center.
  • Understanding of communication networking components (e.g., routers, LAN topology, Ethernet Network interface, etc.).
  • Previous experience with large team management and proven track record of effective leadership.
  • Strong time management and multi-tasking skills in a fast paced nonstop environment with the proven ability to solve complex problems in a timely manner.

Not to boast, but a little bit about us

Verizon powers America’s fastest and most reliable network. We’re also leading the way in cloud and security solutions, Internet of Things and video entertainment. Technology moves fast and so do we. We believe that bringing great ideas and customer experiences to life should be recognized and rewarded.  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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.  Different makes us better.