Call Center Supervisor - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

The Service Fulfillment Team is accountable for ensuring that Consumer and Mass Business Core and FiOS orders in the MidAtlantic / Potomac region are provisioned and installed on time per customer commitment.

The Supervisor is responsible for the day to day leadership, development and engagement of union employees in the attainment of targeted operational goals, while providing a positive and upbeat professional work environment.

Responsibility includes analysis, strategic planning and leading execution of team key deliverables. The team is also charged with creating synergistic efficiencies in operations, work distribution, service intervention, quality and metrics reporting

Qualifications

• 2+ years Supervisory experience in a fast paced customer service / sales center operations environment
• Strong leadership, excellent management, and employee engagement / development skills

• Flexible schedule availability (including evenings and weekends) required
• Results and people oriented with ability to balance multiple business objectives while meeting commitments
• Assertive team player with strong investigative, facilitation, conflict resolution and time management skills.

• Knowledge of Verizon FIOS products and ordering / provisioning / installation processes (i.e. FiOS, Winback and Small Business)
• Knowledge of Service Fulfillment/Call Center systems: CoFEE, CoFEE Back Office, AMT, iGO, ESAP, iCONFIG, DTI, NSOP, WFM, eTRAK, and PATS.  Working iVAPP knowledge is a requirement

• Proficient with technology, i.e. Microsoft productivity software
• Working knowledge of EAST collective bargaining agreement
• Excellent oral and written communication skills with strong ability to communicate effectively across all levels of management

• Excellent process management skills
• Demonstrated experience with turning around or improving operational performance, and developing, coaching and supervising a team to exceed commitments
• Detail Oriented

• 5+ years in Sales / Sales Support
• Bachelor’s degree or equivalent work experience preferred

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.