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.

This Supervisor (Dispatch) position has an overall responsibility for ensuring technicians are deployed according to Operations Control Center (OCC) recommended dispatch priorities to meet business and operational needs for residential, small and large business customers. The Supervisor is tasked with effective management of installation and maintenance work requests and managing day to day operational issues ensuring the resolution to all escalated and non-escalated issues are handled in a timely manner.

  • Supervise the daily activities of 10+ direct reports in a union environment. Provide dispatchers with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met.
  • Strong collaboration with Field Area Managers and Local Managers to optimize and maximize resources; managing multiple tasks simultaneously is a must.
  • Lead morning and afternoon Dispatch calls, work with Capacity Management Team on clock intervals/arrivals for all customers and analyze missed metrics to improve overall performance for our customers.
  • Must be able to work on Weekends/Holidays and rotating shifts.
  • Able to focus on outlined Performance Metrics to Grow the Business.
  • Recognizes/celebrates employee development. Conduct employee appraisals and communicate positive and negative feedback effectively. Ability to solve problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach associates.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years work experience.
  • Four or more years of experience with customer contact, customer escalation, Installation & Maintenance Field
  • Proven decision making skills and the ability to succeed in a dynamic, highly visible/risk intensive environment.
  • Strong demonstrated organizational and administrative skills.
  • Must have good working knowledge of installation and maintenance provisioning and repair procedures for FIOS, Copper and Specials work.
  • Previous experience working in a union environment.
  • Demonstrated ability to work under pressure, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Outstanding customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels.
  • Proven ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience.
  • Proven ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume.
  • Must have good working knowledge of the following systems: WFA-DO, vRepair, NSOP, VzOT, WBN.
  • Must have good working knowledge of Excel, Word, and GoogleMail.

Ideally, you’ll also have:

  • Previous experience in customer service/call center or field operations.
  • Working knowledge Company Systems: STORC, iVAPP, COA/COAD, iGO, WBN, VZWorks, OASIS, vRepair, FiOS Capacity Management Tools.

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.