What you’ll be doing...

Joining the team you will face an interesting mix of tasks focusing on customer satisfaction, meeting key performance indicators, team development and team management.

  • Leading a team that provides business day support to VZ Customers managing a single point of contact for customer’s major incident escalations.

  • Being responsible for the performance of their teams against defined business targets set as clear KPI’s.

  • Ensuring a smooth transaction between the teams shifts via a comprehensive handover report and verbal explanation of actions required.

  • Providing their team with direction, guidance and support as required.

  • Managing senior manager escalations, keeping balanced communications, internal and external at all levels.

  • Achieving a seamless customer experience, regardless of shift on duty, while providing direction and guidance to the team achieving a similar standard through using Frame work / best practices.

  • Ensuring continuous workflow of escalation activities.

  • Deciding and setting the priorities of the repair escalation activities which are pending, customer / PTT communication/escalations, monitoring, maintaining and meeting overall repair objectives.

  • Development, adjustment and implementation of processes and procedures related to repair activities.

  • Management reporting and execution of reporting driven activities such as customer escalation alerts, customer advocacy activities etc.

  • Ensuring the team has the tools and resources to be able to achieve their goals and track through the PXT process.

  • Awareness of and adherence to Verizon corporate policies and procedures such as CPI-810, as well as compliance with departmental policies, ISO9001 and ISO27001 requirements.

  • Ensure that employees, contractors and third party users are properly briefed on their information security roles and responsibilities prior to being granted access to sensitive information or information systems.

What we’re looking for...

You thrive in environments where your strong leadership skills, business acumen, and technical expertise are key to driving the success of multifunctional teams. The full life cycle of performance network management and working within its established procedures and communication requirements is motivating work for you. No stranger to succeeding in a fast-paced environment, you juggle competing priorities with ease. People count on you for your ability to build relationships at all levels and communicate clearly to business and technical audiences alike.

You’ll need to have:

  • Bachelor’s degree or relevant work experience.

  • Experience with people management.

  • Fluency in English – both written and spoken.

  • Willingness to travel occasionally.

Even better if you have:

  • Technical ability: Product and service level understanding of IP, Data, and Transmission technology.

  • Problem Solving skills: Structured approach to questioning and adopting a logical troubleshooting methodology.

  • Communication: An excellent level of presentation skills and ability to represent the IME organisation and Client Service Assurance team in a customer facing situation in a professional manner.

  • Customer Service: Demonstrated ability to remain customer focused and the importance of exceeding customer expectations.

  • Team Work: An ability to work efficiently as an individual whilst contributing to the teams overall results.

  • Time Management: An understanding and experience withtime/workload management and prioritisation.

  • Coaching/Mentoring: Strong coaching skills in order to interact with other teams.

  • Knowledge of the techniques used in training/coaching and the ability to mentor existing team.

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.

Moving the world forward together

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