When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Analyst position will be responsible for being the Subject Matter Expert for all matters, across all company brands. The Analyst will provide end-to-end ownership for issues cross company and will research large data sets, to identify issues or opportunities to improve the business.

Find research and identify root cause for all transactional issues. Look for trends and /or opportunities from the following channels, which include but are not limited to: Qualtrics, Cases, Interactions, Recorded Calls, Conference calls, QAR Recommendations, Internal/External meetings (Offshore Survey Team, CRM, ORI, PSI, Quality, Training, Retention, CX team, etc.)

  • Ensure agent case load is being worked in an accurate and timely manner and for driving down support cost, customer retention, and reduce churn.
  • Assist in developing and implementing policies, procedures, including metrics and improvement plans to drive agent performance & productivity, while maintaining case quality.
  • Report case analysis data as required to support our operations and strategic initiatives. Provide support to all levels within TracFone Wireless.
  • Find areas of opportunities to improve the business, including but not limited to Improving Tools, E-learning course material, automation, self-help, as well as supporting all products and services, etc.
  • Ensure all customer related issues are resolved. Review all data from the above-mentioned channels and update all training materials, flow charts in production in Jacada.

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You'll need to have:

  • Associate’s degree or fouror more years of work experience.
  • Three or more years of relevant work experience.
  • TracFone experience.

Even better if you have one or more of the following:

  • Knowledgeable in all TracFone brands, products, and services
  • Good working knowldge of TAS, CRM, and Impact 360.
  • Excellent analytical skills.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.

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