What you’ll be doing...

The Wireline Operations Control 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 plain old telephone service to Optical Carrier Systems.

You will lead projects and activities that support the Northeast OCC. In this role, you will provide critical support, ensure that internal and external communications are efficient. You will get to utilize the most technologically advanced tools available to our teams. You may be asked to lead projects/programs that support process improvements, quality and efficiency. Your support of our centers will provide expertise and direction to improved resource management. If you enjoy the challenge of bringing organization and efficiency to a variety of global, cross-functional projects, then this job might be perfect for you.

  • Analyze data and identify drivers and solutions to various operational issues.
  • Ensure quality of the overall scope of processes/programs through constant monitoring, control and auditing of the various initiatives.
  • Drive close collaboration and partnership with stakeholders; customer service, sales, IT, HR, Labor, and other cross functional teams and partners.
  • Evaluate and analyze current processes to identify areas for improvements. Reduce customer complaints by identifying and resolving people, process and system issues.
  • Ensure early identification of issues, determine potential resolutions, obtain the appropriate resources, communicate status, track and resolve them in a timely manner.
  • Partner with all levels in the organization to drive service improvements.
  • Provide development, support and implementation of initiatives and improvement.
  • Create a positive work environment by motivating, recognizing and engaging employees through proper communication and equitable application of corporate, departmental and office policies and practices.
  • Reduce customer complaints by identifying and resolving people, process and system issues.
  • Monitor, document, and analyze team performance to ensure that team is meeting objectives.

What we’re looking for...

You'll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience communicating with a team through, guides, training delivery, and publications.
  • Program management experience.
  • Experience identifying issues, tracking their root cause, and pursuing solutions to achieve goal.
  • Experience creating presentations with PowerPoint, Prezi, or other presentation applications.

Even better if you have:

  • A degree.
  • A strong background in collecting, analyzing, and identifying issues in data reports.
  • Extensive experience in data analytics.
  • Experience with statistical theory for analyzing large datasets.
  • Experience in developing and presenting executive level reports and presentations.
  • Proficiency with Excel and Word.
  • Experience with G Suite.
  • Ability to comprehend business needs and translate into technical requirements for queries.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.