Senior Customer Service Operations Analyst

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As the Customer Care Growth Engine Lead you will monitor the performance of the teams that handle Safelink and Affordable Connectivity Programs and Lifeline.

You will play an integral role in the success of one of our call centers. You may support initiatives related to customer experience, Go-To-Market launches, international support, Employee Engagement and other projects. The work you’ll do every day will help us provide better customer care to our business customers.

• The Customer Care Growth Engine Lead monitors the performance of the teams that handle Lifeline calls, Street team calls, and the team that works the Back Office.
• Providing recommendations/solutions on processes and/or procedures to confirm improvement in the customer experience in all areas for Lifeline and Affordable Connectivity Programs.
• Managing projects and project teams which lead to measurable results. Affordable Connectivity Programs
• Improving the enrollment process from the customer care perspective and analyzing data and reporting to understand center trends.
• Increasing revenue through the agent channels for Lifeline and Affordable Connectivity Programs.

Where you’ll be working…

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’re highly analytical and you turn complex information into easily understood insights. You are the one who can look at a process and see how it can be made more efficient. You’re no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and cultivating strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You’ve got outstanding critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Call center operations experience.
• Willingness to work rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

Even better if you have one or more of the following:

• A degree.
• Experience in leadership, event planning, project planning.
• Customer service call center experience.
• Comfort and confidence presenting solutions and recommendations to leadership.
• Knowledge of customer satisfaction disciplines and principles.
• Knowledge of Microsoft Excel and PowerPoint.
• Strategic planning with strong ability to achieve deadlines.
• Ability to drive multiple projects at the same time.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better' qualification listed above.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.