What you’ll be doing...

Responsible for interacting with the VCM leadership team to oversee the workforce planning, call routing and delivery, and scheduling of the Consumer, Business, Multi-lingual, and Technical Support centers for the Northeast, Mid-Atlantic, Potomac, and onshore and offshore Global Support centers. A critical function of the position is to ensure the most efficient use of call center staffing resources to meet customer demand for each 15 and/or 30 minute increment, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals, while balancing Service Level objectives. 

  • Responsible for monitoring and maintaining specialty workforce management software for all transaction-based work in the VCM Retail and Technical Support organizations. Must have a comprehensive understanding of scheduling and forecasting within large organizations. Individual should posses the understanding of shrink management and ability to work within unionized and labor regulated environments. 

  • Responsible for implementing best practices in workforce management across all sites to ensure consistent processes and procedures and must assist with quick execution and executive communication of action plans to correct declining trends of call center performance and/or national events that impact call workload.

  • Must manage intraday and force situations and determine and act on the appropriate course of action. They are responsible for developing short-range staffing levels required to meet customer demand through the utilization of historical statistical data. Directly accountable for reviewing intraday ACD statistics to determine required force adjustments. Must possess the ability to recognize and plan appropriate corrective action and direct Intra-day management, along with center management to execute planned force adjustments.

  • Responsible for implementing load balancing to maintain appropriate occupancy and utilization levels across all sites, and responsible for ticket coordination and trouble-shooting for all force management issues. Also responsible for ensuring adherence and compliance to national workforce management policies and procedures in all sites, and must provide 24 hour governance to ensure centers are properly staffed to meet service impacting objectives.

  • Must work directly with center managers as it relates to gaining consensus on day-off allocations for holidays and any additional in-depth analyses that may be necessary for projects related to changing hours of operation, and/or assessing the impact of eliminating specific tours. Responsible for conducting adhoc analyses and managing reporting and metrics as it relates to developing, analyzing, and producing daily, weekly, and monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisions.

What we’re looking for...

You will need to have:

  • Bachelor's degree or four or more years of work experience

  • Four or more years of relevant work experience.

  • Must have strong Excel skills (proficiency in writing formulas and macros is a plus).

  • Must have a strong understanding of Avaya / IPACD technology, strong math skills, and be familiar with Erlang C methodology.

  • Minimum of 5+ years of workforce management, force administration, call routing, and forecasting experience, as well as experience working with the IEX / NICE work force management systems.

  • Additional skill sets must include excellent verbal and written communication skills and experience working with graphs and charts, and strong interpersonal and leadership skills.

  • Must be able to interact and communicate with various centers and Global Support partners

  • Possess and demonstrate strong organizing, planning, analytical, and critical thinking skills

  • Decision-making and flexibility skills must be well developed to react to frequent force adjustments and/or changes.

Even better if you have:

  • Bachelor’s degree preferred

  • Call Center School Certification desired

  • Formal education in Call Center Management desired

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.