What you’ll be doing...

The Wireline Operations Center supports special service provisioning to the Retail, Wholesale and Enterprise business customer base. Operational hours are from 7AM to mid-night, Monday through Friday. We are expected to perform Order Control Office (OCO) milestone steps to provision low bandwidth special design orders. As a member of the operations center team, you will experience a high paced customer focused work environment. The position requires strong leadership skills, along with strong team and personal accountability.

The OCO supervisor responsibilities will include: managing plant test dates and committed due dates for low bandwidth specials designed orders including hot cuts. You will also need to oversee loading of daily work, provide work flow quality control, build close relationships, and, coordinate with other work groups to accomplish customer commitments and operational metrics. The OCO supervisor will oversee the daily activities of ten or more direct reports. You will provide developmental training, also, conduct daily job observations to determine adherence to quality/process requirements. The OCO supervisor will be responsible to identify underperforming areas and initiate process improvements, in coordination, with their peers both in the center and the field. In addition you will also be required to contact and collaborate with internal/external customers to address provisioning obstacles in the service delivery of low bandwidth circuits.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work a flexible schedule and on-call duty as necessary.

Even better if you have:

  • A degree.
  • Three or more years of experience in assignment, customer service, field foreman or specials test center operations.
  • Strong supervisory, communications and negotiation skills.
  • Experience in employee scheduling and knowledge in written evaluations.
  • Experience managing an expense budget and working within overtime objectives.
  • Strong customer service skills, which include the ability to consistently follow through on commitments made to customers.
  • Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels.
  • Ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience.
  • Experience managing up multiple levels and setting appropriate executive expectations.
  • Ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment.
  • Ability to identify root cause for underperforming objectives and develop get well plans and set benchmarks.
  • Ability to work in dynamic enviornment, resolve conflicts and provide solutions to enhance team effectiveness to exceed corporate objectives.
  • Ability to work shifts weekday and on-call duty.
  • Experience in force to load management.
  • Strong knowledge of specials low bandwidth design orders.
  • Strong knowledge of interpreting word documents.
  • Experience managing associate performance on Avaya ACD applications.
  • Ability in leading high performing teams.
  • Experience in supporting company policies and work rules.
  • Experience in union-management negotiation.
  • Experience in UUI; IVAPP; AMTS; Avaya ACD; COA; DTI-X; EWPTS; Install Scheduler; PMRA; NDMT; NSOP; and TEMS.
  • Knowledge of MS Suite (Excel, Word, PowerPoint, GMail)

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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. Different makes us better.