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. 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 Supervisor position is responsible for coordinating and scheduling all grooms and upgrades for DS1 and DS3 circuits in New England, as well as DS3 and above grooms for Long Island and Upstate New York. We currently schedule 1300 to 1500 projects a year, which is approximately 3500 circuits; also responsible to coordinate engineering projects, including equipment decommission and customer moves. The process for both grooms and engineering work, includes scheduling with IEC project managers, Central Office and field teams, and the OCO supervisors for coverage. Once scheduled, this person will work with the OCO team to ensure all pre work is completed and assure the order is ready for the scheduled cut time. This position is also responsible to close out any billing requirements or changes, and update appropriate systems for billing purposes. In addition, we have Network Transformation conversions for New England involving circuits that will be migrated to fiber.

  • Provide complete support to operations in all matters pertaining to scheduling, communications, and commitments met and departmental objectives.
  • Supervise the daily activities of over eleven direct reports in a union environment.
  • Provide 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.
  • Collaborate with OCO supervisors to optimize and maximize resources; managing multiple tasks simultaneously.
  • Participate in afternoon Dispatch calls, and analyze missed metrics to improve overall performance for our customers.
  • Work on a rotational basis, weekends.
  • Recognize/celebrate employee development.
  • Conduct employee appraisals and communicate positive and negative feedback effectively.
  • 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 of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work a rotational weekend schedule.

Even better if you have:

  • Customer contact and customer escalation experience.
  • Decision making skills and the ability to succeed in a dynamic, highly visible environment.
  • Strong demonstrated organizational and administrative skills.
  • Experience with service orders for T1s, T3s, Ethernet.
  • Must have basic working knowledge of installation and maintenance and circuits.
  • Previous experience working in a union environment.
  • Demonstrated ability to 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.
  • 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.
  • Knowledge of the following systems: WFA-DO, vRepair, NSOP, COA dispatch.
  • Knowledge of Excel, Word, and G mail.
  • Experience in customer service/call center or field operations.
  • Working knowledge Company Systems: STORC, COA/COA-D, WBN, OASIS, vRepair, Optix, UUI, iVAPP.

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.