What you’ll be doing...

You’ll find opportunities and new ways to make the customer call center experience even better. Whether it’s identifying new approaches to routing calls, improving processes, or shifting towards self-service---you’ll keep the enhancing the customer experience at the forefront while you think of ways to improve our efficiency and performance. In this role, you’ll be able to significantly impact the future of our Customer Service Organization, by ultimately transforming our contact centers into a satisfying customer engagement experience.

  • Assessing the current state of call centers and identification of opportunity areas.
  • Building a strategic roadmap with both near and longer term goals.
  • Gaining buy-in from stakeholders and those that will implement changes.
  • Implementing organizational and process improvements.
  • Directing projects to ensure the successful development and execution of initiatives.
  • Ongoing evaluation of performance and continuous improvement.
  • Evaluating technology trends to identify potential opportunities for increased efficiency and enhanced customer experience.

What we’re looking for...

You think outside the box to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact—especially on customers. You understand customer service and know that customer satisfaction is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.

You’ll need to have:

  • A Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.
  • Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.
  • Managed complex process change implementations.
  • Lean Six Sigma Greenbelt or higher.
  • Knowledge of Call Center operations.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.