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 a member of the operations center team, you will work in a fast paced and customer focused work environment.

This Supervisor, Dispatch position will have an overall responsibility for ensuring technicians are deployed according to OCC recommended dispatch priorities to meet business and operational needs for residential, and small and large business customers. The Supervisor is tasked with the effective management of installation and maintenance work requests and managing the day to day operational issues ensuring the resolution to all escalated and non-escalated issues are handled in a timley manner. Responsibilities will include managing the following, but are not limited to:

  • Provide complete support to field operations regarding scheduling, resource availability, deployment, and communications to ensure commitments are kept and objectives are met.
  • Supervise the daily activities of ten or more direct reports in a union environment. Provide dispatchers with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Perform quality observations to ensure quantity and quality objectives are met.
  • Collaborate with Field Area Managers and Local Managers to optimize and maximize resources.
  • Manage multiple tasks simultaneously while focusing on outlined performance metrics to grow the business.
  • Lead morning and afternoon Dispatch calls, work with the Capacity Management Team on clock intervals/arrivals for all customers and analyze missed metrics to improve overall performance for our customers.
  • Encourage employee development, conduct employee appraisals and communicate feedback effectively.
  • Solve problems of moderate scope, effectively analyze results and lead, motivate, develop and coach employees.
  • Work on weekends, holidays and rotating shifts.

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.
  • Experience in customer service/call center or field operations.

Even better if you have:

  • A degree.
  • Working knowledge of installation and maintenance provisioning and repair procedures for Fios, Copper and Specials work.
  • Decision making skills and ability to succeed in a dynamic, highly visible/demanding environment.
  • Organizational and administrative skills.
  • Experience working in a union environment.
  • Ability to resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Customer service skills, including the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication skills 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.
  • Working knowledge of the following system: WFA-DO, vRepair, NSOP, VzOT, WBN.
  • Working knowledge of Google Mail, MS Excel, andWord.
  • Working knowledge of company Systems: STORC, iVAPP, COA/COAD, iGO, WBN, VZWorks, OASIS, vRepair, Fios Capacity Management Tools.
  • Strong leadership skills as well as team and personal accountability

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.