What you’ll be doing...

The Wireline Operations Control Center (OCC) provides provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and is open twenty four hours, three hundred and sixty five days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As a member of the operations center team you will be a part of a very high paced and customer focused work environment. The position requires strong leadership skills as well as team and personal accountability.

The center team leader responsibilities may include managing maintenance and provisioning of all work for a particular geography including but not limited to DS0, DS1, DS3, Ethernet and SONET. The center team leader will need to oversee loading of daily work, provide work flow quality control, build close relationships and coordinate with supplier work groups to meet customer commitments and operational metrics.

The team leader will supervise the daily activities of five to sixteen direct reports. S/he will provide developmental training, conduct daily job observations to determine adherence to quality/ process requirements. The center team leader will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and the field. Will also be required to contact and collaborate with internal/external customers to address various service issues.

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.

Even better if you have:

  • A degree in Engineering or Telecommunications.
  • Experience handling scheduling, employee evaluation, project management, workload planning.
  • Experience in a union environment.
  • Strong supervisory, communications and negotiation skills.
  • Experience managing an expense budget and working within overtime objectives.
  • Ability to work all shifts including weekends, holidays and on-call duty.
  • Possess outstanding 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.
  • Proven 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.
  • Advanced knowledge of MS Suite (Excel, Word, PowerPoint, Outlook).
  • Strong knowledge of outside plant and facilities.
  • Experience managing associate performance on the AVAYA Automatic Call Distribution (ACD).
  • History of leading high performing teams.
  • Strong history of supporting company policies and work rules.
  • Experience in TIRKS; VRepair; CoA; Work Manager/Dexter; iVAPP; LFACS, IPACD

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.