What you’ll be doing...

You will lead projects and activities that support the Mid-Atlantic South Operations Control Centers including the DRC (Dispatch), OCO (Provisioning), MCO (Maintenance), RCMAC, NTC, APC, and Testing System Support Team. This position will ensue that internal and external communications are efficient, professional and utilize the most technologically advanced tools available to our teams.

  • Ensure quality of the overall scope of processes/programs through constant monitoring, control and auditing of the various initiatives.
  • Evaluate and analyze current processes to identify areas for improvements.
  • Lead center level observations of chats, calls and trouble management. This function will facilitate and support the supervisors in the development of their teams and provide an unbiased third party review of our employees’ knowledge and customer service.
  • Organize and lead weekly sessions for the Director, Senior Managers and Supervisors along with weekly individual observations to ensure compliance with established processes and customer experience expectations. This will require careful documentation of findings and follow-up debriefs with management.
  • Provide operations support for the Director and team including travel and expense processing, system approvals for purchase, OCC MAS meeting planning &event coordination and execution, labor and team communications and calendar management.
  • Occasional travel to the Richmond and Norfolk VA OCCs as necessary.

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 handling confidential and sensitive information.
  • Knowledge of Wireline Network Operations; Training or quality assurance and call observations experience.
  • Experience communicating with a team through, guides, training delivery, and publications.
  • Experience working with G Suite and MS Office applications including Word, Excel and PowerPoint.

Even better if you have:

  • A degree
  • Three or more years of experience, preferably in an absence support role.
  • Experience in data analysis and presentation of data.
  • Knowledge of internal systems with the ability to learn new systems as necessary.
  • Articulate concise and effective written and verbal communication skills.
  • Willingness to travel

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.