What you’ll be doing...

This Supervisor role is a first level position in Verizon Partner Solution (VPS)'s Center Operations team whose principal role is assuring Verizon provides an optimal customer experience across the Competitive Local Exchange Carriers (CLEC) for local products and services including wholesale advantage, resale, UNE-L, fiber to the internet, and number portability.

  • Coaching and mentoring a large team of associates to ensure optimal customer service is provided to strategic VPS customers.

  • Providing clear and concise feedback, taking remedial actions on improvement and providing individualized support as required.

  • Effectively planning and executing workload balancing, customer commitments and training initiatives.

  • Escalation management and resolution on local service provisioning issues.

  • Assessing ongoing performance, providing feedback, training and development as required, and taking appropriate corrective actions to support associates in achieving their objectives.

  • Creating robust developmental plans, provide timely appraisals to corporate standards, performance feedback and remedial follow up.

  • Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.

  • Monitor daily Center workloads to manage overall performance, employ critical thinking to make recommendations to improve and ensure the entire team is meeting and exceeding performance objectives.

  • Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussions as well as cross team meeting readouts.

  • Build two way working relationships intra-interdepartmentally with strategic partners, suppliers and customers.

  • Manage all aspects of customer requirements including managing regular business, Customer Service Level Agreements and on demand escalations to satisfactory resolve including expediting processes, meet new critical needs or facilitate changes effectively.

  • Ensure clear understanding of VPS products and knowledge of rule governance and parity requirements across Federal, State and Local governing bodies for all products in the voice, local, and Special Services spaces up to and including Ethernet and Optical Wireline Service (OWS) products.

  • Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union.

The position from time to time will require both evening and weekend work including escalation coverage and resolution. A company provided mobile phone would be provided for out of hour’s call management.

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.
  • Experience leading teams of union employees.
  • Experience using Microsoft Office, including Word, Excel and PowerPoint.

Even better if you have:

  • Strong written and verbal skills.
  • Experience with ordering systems.
  • Telecom products and services.
  • Ordering, provisioning and maintenance processes.
  • Familiarity with Wholesale Regulatory Requirements and/or Federal, State and Local law.

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.