Responsibilities

 

 

The Sales Call Center Specialist will be responsible for managing specific sales program(s) on behalf of Verizon while working with either internal direct reports, or external outsourcing providers.  This position will have day to day supervision of call center agents/team(s) and be responsible for meeting revenue targets while maintaining quality scores and minimum service level agreements. Additionally, they will analyze results and provide recommendations for any changes to their specific operations.

Qualifications

 

-3 to 5 years of previous, proven call center supervisory experience required.  Managing outsourced call centers is a plus.                                                                                                                                                                                   -Strong leadership, analytical abilities coupled with exceptional oral and written communications.                                 -Will need to be able to interact with internal support teams, external service providers, clients and senior management effectively. 
-Provide program supervision to call center agents/team(s)
-Monitor and perform quality calibrations
-Analyze service demands and performance to make recommendations for improvement to meet customer expectations
-Handle client and customer escalations: Will need to have complete familiarity with products and offerings to assist in handling all escalations.                                                                                                                                                –Conduct UAT testing on systems as required
-Review and understand call arrival patterns to assist in managing outsourced teams

Preferrred Qualifications:

Previous experience with Oracle Systems: Siebel, CCA, OBIEE.

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet