What you’ll be doing...

The Wireline Operations Controls Center (OCC) 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 part of the operations center team you will be a part of a very high paced and customer focused work environment.

This position is for Sr Manager, Dispatch for the Mid-Atlantic North’s Western PA Region managing a team that provides support for day-to-day center and field operations. The Sr Manager will oversee approximately fifty or moreemployees while supporting a large geographic span of Field Technicians in meeting our commitments to our customers.

Responsibilities will include the following, but are not limited to:

  • Cultivate a strong, positive culture through coaching, mentoring and development.
  • Supervision of your team toward performance and customer care excellence while supporting field operations teams.
  • Oversee loading of daily work, provide work flow quality control, build close relationships and coordinate with supplier work groups to meet customer commitments and operational metrics.
  • Establishing policies and procedures balanced against the customer needs and overall business priorities.
  • Balancing workload with available workforce and deliver business objectives through innovation, flexibility, and creativity.
  • Identifying root cause for underperforming objectives and develop get well plans and set benchmark.
  • Driving minimization of expense.
  • Driving accountability to achieve business results and provide a best in class customer service experience and an engaged workforce.
  • Resolving conflicts and providing solutions to enhance team effectiveness to exceed corporate objectives.
  • Providing efficient Short-term and Long-term Workload Forecasting.
  • Interpreting current labor agreements and negotiate through the grievance procedure.
  • Maintains district standards for associate absence control.
  • Work with the union to resolve grievances and or workplace issues and create a positive working environment.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Leadership experience.
  • Customer contact and customer escalation experience.
  • Willingness to work a flexible schedule, including nights and weekends as necessary.
  • Experience working in MS Suite (Excel, Word, and PowerPoint).
  • Willingness to travel.

Even better if you have:

  • A degee.
  • Experience or knowledge of the following Verizon Systems: WFA-DO, vRepair, CoFEE, Auto-loader, VZOT, ODD,iVAPP, NORM, AVAYA, CMS, IEX, CoFEE Anywhere Dispatch, and AIMS.
  • Knowledge of Installation & Maintenance (I&M) for Specials, Copper and FiOS. I&M Field Experience.
  • Ability to work in a dynamic environment, resolve conflicts and provide solutions to improve team effectiveness to exceed corporate objectives.
  • Customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, 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.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Forecasting Force and Load experience.
  • Strong knowledge of outside plant and facilities.
  • Union-Management negotiation experience.
  • Supporting Company policies and Work Rules.
  • Experience managing an expense budget and working within overtime objectives.

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.