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.

The consultant will contribute significantly in providing support to Verizon’s direct managed outsource model by ensuring the vendor is delivering high quality performance (online - phone, offline – back office, chat – in the area of live & final collections and/or the Credit Verification department. Responsibilities include but are not limited to ensuring the vendor is meeting or exceeding KPI’s and auditing all aspects of the vendor work. Some general duties of the position are acting as the outsource SPOC (Systems and Access, Quality, Adjustments, Projects, Reporting, and Training). The candidate will demonstrate a strong knowledge of call center operations and billing systems and utilize that knowledge to drive improvements in the vendor’s performance. The candidate will also focus on partnering with the process and system SPOC to reduce complexity of the work (process) and/or recommend enhancements to system functionality to reduce dependency on process documents. Monitoring compliance to the process and regulatory rules, while ensuring the work is being handled consistent to Verizon’s expectations is a core component of this role. This position requires a candidate with strong analytics, use of root cause analysis, presentation skills, excellent communication skills, and advanced use of standard Microsoft tools. The candidate will be responsible for ensuring the vendor management team is fully trained in all areas of the work and supporting the vendor in resolving complex customer issues. This position requires a candidate who can motivate, drive results, and ensure the vendor team is completely aligned with our strategies.

Specific role responsibilities include, but are not limited to:

  • Field SPOC for the outsource team on projects (Training, Process, Dialer, Quality, and Systems, Reports)
  • Support all segments of the outsourced work activities around Quality, KPI’s, Customer Exp., and Training, Approvals (COA vouchers, refunds), outbound dialer, and chat
  • Ensure vendor is compliant with internal policies, controls, and external regulations
    • Auditing all components of the vendor work
    • Process compliance
    • Identifying improvement opportunities
  • Drive vendor to improve performance in all areas (KPI and others)
  • Communicate process changes to vendor and manage Q&A with process team
  • Drive profitability and productivity improvements
    • Utilize audits findings, side by side and remote observations, and analysis
    • Partner with appropriate teams to ensure the process changes and new functions are fully supported for successful implementations
  • Provide support to the vendor management team on complex escalations
  • Assist with complex issues and ensure proper Verizon teams are engaged to ensure resolution
  • Escalation oversight and ensure timely handling, and reduce volumes through root cause analysis
  • Support the vendor and ensure they receive/have access to applicable reports and data
  • Create trending reports, provide findings to GC and manager to drive performance improvements
  • Ensure vendor has adequate training and serve as on-site support for their issues



  • Strong organizational skills with attention to detail
  • Proven ability to conduct analysis/publication of results with identification of areas of weakness and the creation and implementation of corrective action plans
  • Exceptional teamwork and team building skills
  • Proven ability to analyze data and draw appropriate conclusions
  • Excellent written/oral communication
  • Ability to identify gaps, leverage strengths of the vendor, and drive improvements through partnership
  • Ability to build strong relationships with Field, Staff and external partners across the footprint
  • Ability to function in a fast paced environment and meet deadlines
  • Ability to manage multiple tasks that may or may not be related
  • Ability to articulate in a clear and concise manner
  • Proven software and PC skills and
  • Lead productive meetings and gain buy-in from the vendor team
  • Ability to travel if required
  • Advanced user of Microsoft Office: Word, Excel, PowerPoint, Access


  • Bachelor's Degree in related field or equivalent experience
  • 4+ years’ experience in a collections or related environment
  • Sales/Billing experience (consumer and/or business)
  • Spanish bilingual
  • Collections experience (Process and systems) for Live and Final accounts.
  • Experience in using call center, billing, and collection systems
  • Ability to work independently with minimal supervision
  • Ability to function in a fast paced environment and meet deadlines
  • Strong written and oral communications skills
  • Proven analytical skills, software and PC skills and decision making capabilities
  • Previous Sales and Service knowledge and/work background
  • Experience in the technology or telecommunications industry preferred, but not required

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.

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.