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 twenty four hours, three hundred and sixty five 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.

Managing maintenance and provisioning of all work for a particular geography including but not limited to DS0, DS1, DS3, Ethernet and SONET.

Overseeing the loading of daily work, providing work flow quality control, building close relationships and coordinate with supplier work groups to meet customer commitments and operational metrics.

Supervising the daily activities of five to sixteen direct reports.

Identifying underperforming areas and initiate process improvements in coordination with their 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 in Engineering or Telecommunications.

Experience handling scheduling, employee evaluation, project management, workload planning.

Experience in a union environment.

Supervisory, communications and negotiation skills.

Experience managing an expense budget and working within overtime objectives.

Customer service skills.

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.

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 root cause for underperforming objectives and develop get well plans and set benchmarks.

Knowledge of MS Suite (Excel, Word, PowerPoint, Outlook).

Knowledge of outside plant and facilities.

Experience managing associate performance on the AVAYA Automatic Call Distribution (ACD).

Experience in TIRKS; VRepair; CoA; Work Manager/Dexter; iVAPP; LFACS, and IPACD.

Ability to work all shifts including weekends, holidays and on-call duty.

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.