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 24 hours, 365 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.
This position is for Supervisor-Operations Control Center for the VA/DC dispatch, supervising a team that provides support for day-to-day center and field operations. Responsibilities will include managing the following, but are not limited to:
Day to day loading, mapping, and Field Assist functions for VA/DC field resources and follows National processes.
Field Assist-Day to Day inbound calls internally from technicians, various departments and external customer for dispatch assistance
Provide dispatchers with leadership, guidance and coaching, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met. Compliance attendance/absence discussions and ACD.
Willingness to work a flexible schedule, including nights and weekends as necessary.
Focus on outlined Performance Metrics to Grow the Business.
Recognizes/celebrates employee development. Conduct employee appraisals and communicate positive and negative feedback effectively. Ability to solve problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach employees.
What we're looking for...
You will need to have:
Bachelor's degree or four or more years of work experience.
Four or more years of relevant work experience
Willingness to travel up to approximately 25% of the time.
Even better if you have:
Experience in center management and supervising employees.
Customer contact and customer escalation experience.
Excellent verbal and written communication skills.
Excellent organizational and administrative skills.
Knowledge of Excel, Word, and Gmail.
Experience and knowledge of the following Verizon Systems: vRepair, CoFEE.
Knowledge of Installation & Maintenance for Specials, Copper and FiOS.
Ability to analyze complex issues and identify process improvements for formal documentation.
Ability to work independently and effectively with minimal supervision, make sound recommendations and decisions that have direct impact on the corporate and organizations objectives.
Strong leadership and supervisory skills, communications oral and written, organizing, planning, coaching and problem solving skills.
Ability to interact with various levels of management, various departments and with internal and external customers.
Experience with the following Verizon Systems: iVAPP, AVAYA, CMS, IEX, CoFEE Anywhere Dispatch, and AIMS.
Experience working in a union environment. Experience and knowledge of CWA Contract, Labor Relations and Grievance process.
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.