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.

The consultant will contribute significantly and support Verizon’s direct managed outsource model by ensuring the vendor is delivering high quality performance (online - phone, offline – back office, chat – vz.com) in all areas. 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 VZT Collection Processes & Systems and utilize to drive improvements in the vendor’s performance. The candidate will also focus on partnering with process and system SME’s to reduce complexity of the work (process) and/or increase system logic functionality (reduce manual interactions). You will monitor compliance to process and regulatory rules, while ensuring the work is being handled consistent with Verizon’s expectations is a core component of this role. This position requires a candidate with strong analytics, use of root cause analysis, creating presentations, 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 and supporting the vendor in resolving all complex issues. This position requires a candidate who can motivate and drive results with a team where you do not have direct authority.

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, Customer Exp. (CERS, ACS, NPS), Training, Approvals (COA vouchers, refunds), outbound dialer, and vz.com 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 implement or prove out process teams
  • 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

Qualifications

REQUIRED SKILLS & EXPERIENCE

  • 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 (Verizon and Vendor)
  • Proven ability to analyze data and draw appropriate conclusions
  • Ability to facilitate written/oral communications and productive meetings
  • 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 skills, software and PC skills and decision making capabilities
  • Ability to travel if required
  • Advanced user of Microsoft Office: Word, Excel, PowerPoint, Access

DESIRED EDUCATION, SKILLS & EXPERIENCE

  • Bachelor's Degree in Accounting, Finance, related field or equivalent experience
  • 4+ years’ experience in a collections or related environment
  • Verizon Sales/Billing experience (consumer and/or business)
  • Spanish bilingual
  • Collections experience (Process and systems) for Live and Final accounts.
  • Understand regulatory guidelines/processes for strategic & legacy products (West LEC, Fios Voice, HSI, and Direct Billed accounts)
  • Experience in using the following systems, but not limited to: iCollect, SSP, COA, Quantas, RDF
  • 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.

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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.