Call Routing Supervisor - Resource & Technology Management

Responsibilities

At Verizon, we innovate constantly to help the biggest names in business do business – quicker and smarter. It takes vision. It takes focus. And we apply both every bit as much to the way we do business too. The brightest minds, the latest technologies and pioneering processes are combining to enhance this critical business function at our Center for Excellence. We’re finding new ways to add value and provide strategic support. This is the kind of work we do. And you can be part of it.

Identify strategic plans and create Business Cases to support the organizational goals for call routing structure and call center efficiencies

  • Manage all projects related to call routing from Initiation to Implementation ICM and ACDs for B2C Wireless workgroups.
  • Ensure recommendations provide a positive ROI prior to development.
  • Manage Business Case & Projects from Initiation to Implementation
  • Assist in Project Issue Resolution, Monitor Project Issues; validity & timely resolution
  • Assist the field staff with any system questions and address all issues that are identified.
  • Support Staff as the point of contact for IPACD and Rockwell
  • Working with departmental key stakeholders and cross-functional groups (management, team leads, SMEs, etc.) to identify opportunities for improving process and daily operations
  • Submit and tracking all system routing changes, update and new user requests (e.g. new access, transfers, deletions)
  • Conduct routing health and performance checks and ensure routing is behaving as designed.
  • Compiling services performance metrics; service level, abandonment rate

Responsibilities Relationship Management

  • Serves as single point of contact for all Customer Financial Services call routing questions, issues, requests
  • Builds and maintains strategic relationships with business unit leaders and stakeholders
  • Builds and maintains strategic relationships with key IT partners (ITNUC, CAMs)
  • Investigates trouble reports and champions escalations with IT on behalf of the CFS business units
  • Partners with business unit leaders and stakeholders to determine scope and timeline of projects
  • Negotiates with the CAM organization on the proper alignment and prioritization of formal projects
  • Negotiates with ITNUC to reprioritize work to meet constantly changing business objectives

Technical Consulting

  • Develops and validates call routing strategies that align with the overall resource management strategy
  • Develops methods of integrating business unit objectives , especially when these objectives conflict or appear mutually exclusive
  • Creates and maintains technical requirements and documentation for projects and routine requests
  • Services as project manager for planning and implementation of small and medium sized technical projects for call routing, systems integration, and other call center systems
  • Supports issues and troubleshooting of Cisco ICM, Aspect Spectrum ACDs, and IPACD
  • Supports Real Time Holiday routing updates
  • Analysis and interpretation of call routing logs, calling patterns, error reports, etc. to identify and correct routing gaps
  • Supports other divisions within Finance with call routing questions, issues, requests, and projects

Auditing

  • Validates all ICM and ACD changes for accuracy and completeness
  • Routinely conducts UAT and PIV testing for IVR and call routing projects
  • Identifies and implements opportunities for improvement with little to no supervision
  • Identifies problems with embedded routing and partners with ITNUC to correct routing issues.

Management

  • Responsible for management and development of Call Routing Analysts
  • Responsible for monthly One on One meeting and Performance Documentation

 

Qualifications

  • BS/BA or equivalent work experience
  • Minimum of 5 years of call center experience required
  • Resource Management experience required
  • Strong analytical and reporting skills required
  • Proficiency in Microsoft Office applications required
  • Strong interpersonal communications skills required
  • Time management and prioritization skills required
  • Must be professional and demonstrate strong core values
  • Knowledge of Periphonics IVR, Cisco ICM, and Aspect Spectrum ACD and UCCE IPACD systems required
  • Leadership/supervisory and project management experience preferred

Our business is fuelled by our passion for delivering unprecedented results for customers in over 52 countries. Throughout the world, we’re helping to create a better future – transforming how doctors battle cancer, rescue workers save lives, and people, businesses and communities interact with one another. If you have the drive, talent, energy and commitment to join over 180,000 like-minded people who are unlocking this positive potential of technology, we’ll support you every step of the way. Whether that’s through competitive compensation, award-winning training, or benefits so comprehensive we call them Total Rewards.

Start creating powerful answers today.

 

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.