When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

This position will report to the Manager of NFSC and will be responsible for providing back-office support for Verizon Fleet, field-operations and vehicle-administration functions. You will supervise employees who manage the day-to-day activities of internal maintenance support and external 24-hour roadside-assistance. This position will supervise a direct staff of associate, management and contract employees.

  • Manage day-to-day call-center functions which include workforce planning and analysis – forecasting call volumes, attendance, schedule adherence, and performance management leading to an optimized employee experience. Position will also be responsible for overseeing various online support mechanisms such as NRD, SSMR, etc. Ensure continuous improvement with regard to cost, quality and overall experience of customers.
  • Manage a team of employees who perform specialized, ancillary-support functions such as vehicle permit and registration renewal processes, fuel-card administration functions, vehicle transfers, insurance cards, violations processing across multiple states. Ensure compliance with state/local requirements around supported services. Update internal practices and protocols as needed.
  • Monitor performance of support center functions by collecting, analyzing, and summarizing transaction volume, quality and efficiency data to deliver insights. Ensures corrective action is designed, documented and executed. Coach employees and collaborate with other consumers of supported services to ensure compliance and efficiency of transactions.
  • Maintain and improve support center operations by monitoring performance of associated technology; identifying and resolving problems; calling for repairs; evaluating and implementing upgrades; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplish service center human resource objectives by recruiting and onboarding. Communicating job expectations and duties, enforcing policies and procedures and provide ongoing performance management.
  • Monitor daily and weekly service-request volumes from all channels.
  • Provide daily reporting on activity by service type.
  • Conduct audits of support activities for accuracy and efficiency.
  • Update and maintain work instructions for maintenance service-requests and other work-streams.
  • Coordinate with fleet region supervisors for mechanic support on aerial boom road-side assistance.
  • Provide assistance to Fleet Operations on planner entries generated by NFSC.

What we’re looking for...

You have a fluid background and understanding of automotive maintenance and technologies. You’re able to build relationships with a variety of people. And as a leader, you’re able to create engagement, motivation, and a sense of ownership in your team members.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in Microsoft Office, including Word, Excel and PowerPoint.
  • Experience compiling and analyzing data, creating reports, providing information regarding specific policies and procedures, and providing solutions to ensure continuous improvement to fleet operations.

Even better if you have one or more of the following:

  • A degree.
  • Four or more years of relevant automotive work experience in an administrative capacity.
  • Proven record of driving results, teamwork, people skills, people management, process improvement, and data analytics.
  • Two or more years of supervisory experience in a Call Center and/or back office support in a service-operation setting.
  • An understanding of the various regulations and policies pertaining to DOT and DMV compliance.
  • Subject-knowledge related to administrative management of a large, multi-state Fleet (including common goods/services associated with a large fleet of vehicles, state registration and taxation knowledge).
  • Verbal communication and customer service skills.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.