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 per day, 365 days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As part of the operations center team, you will be a part of a very high paced and customer focused work environment.
This Supervisor position supports the direct and indirect teams across the Operations Control Centers including the DRC (Dispatch), OCO (Provisioning), MCO (Maintenance), RCMAC, NTC, APC, and Testing System Support Team. Position requires supervising a team of associate employees providing support for day-to-day center and field operations. Responsibilities will include managing the following, but are not limited to:
* Supervising at least 10 direct reports. You'll provide them with leadership, guidance, knowledge, tools, training, and opportunity to perform their job functions. * Recognizing and celebrating employee development. * Conducting employee performance appraisals and communicating effective productively to continually improve performance. * Ensuring annual training for appropriate topics (e.g., Code of Conduct, Safety, systems and process coverage). * Ensuring compliance (e.g., absence discussions, ACD monitoring, monthly coaching and observations). * Ensuring all Team Leader and Associate administrative records are kept up-to-date and remain secured. * Working with the union to resolve grievances / workplace issues and to create a positive working environment.
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. * Customer contact and customer escalation experience
Even better if you have:
* A degree. * Excellent oral and written communication skills. * Previous experience in call center management and supervising union employees. * Skill in Microsoft Office suite (e.g., Excel, Word, PowerPoint), and Google G Suite. * The ability to work independently and effectively with minimal supervision, make sound recommendations and decisions that have direct impact on organizational objectives. * Experience with and understanding of union contracts, labor relations, and the grievance process. * Experience with Verizon systems (e.g., Qfinity, OPC, LTS Website, iVAPP, NORM, AVAYA, CMS, IEX, CoFEE Anywhere Dispatch, AIMS). * The ability to perform against established performance metrics aimed to help grow the business. * The ability to solve complex problems creatively. * Knowledge of Verizon's products / services, departments, company policies / procedures, and interdepartmental workflows. * Prior field experience. * The ability to work on weekends, holidays, and rotating shifts. * The ability to travel up to 25%.
When you join Verizon...
You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.