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 be a part of a very high paced and customer focused work environment. The position requires strong leadership skills as well as team and personal accountability.

This position is for a Supervisor Operations within the NY Metro OCC. Responsibilities include but are not limited to:

  • Dispatching all work for a particular geography including but not limited to, POTS, HSI, Fios, Specials and cable maintenance.
  • Overseeing the loading of daily work, providing work flow quality control, building close partnerships and coordinating with supplier work groups to meet customer commitments and operations metrics.
  • Supervising the daily activities of ten or more direct reports.
  • Providing developmental training.
  • Conducting daily job observations to determine adherence to quality/process requirements.
  • Identifying underperforming areas and initiating process improvements in coordination with peers both in the center and the field.
  • Contacting and collaborating with internal/external customers to address various service issues.

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.

Even better if you have:

  • A degree.
  • Experience with scheduling, training, employee evaluations, and project tracking.
  • Experience in a unionized environment.
  • Management experience of eight or more employees.
  • Strong supervisory, communications and negotiation skills.
  • Willingness to work a flexible schedule, including nights, weekends, holidays and on-call duty as necessary.
  • Ability to resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Strong customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational and written and verbal communication skills with a proven track record of communicating effectively at all levels.
  • Ability to act as the customer advocate and escalate to all levels of management to drive a positive customer experience.
  • Experience managing up multiple levels and setting appropriate executive expectations.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Ability to identify the root cause for underperforming objectives and develop well plans and set benchmarks.
  • Advanced knowledge of MS Suite (Excel, Word, PowerPoint, Outlook).
  • Knowledge of telecommunications.
  • Experience leading high performing teams.
  • Experience supporting company policies and work rules.
  • Experience with WFA/DO; VRepair; CoA; Work Manager/Dexter; iVAPP; iGO, AIMS, IPACD.
  • 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.