Supervisor - Business Operations Support - Full-time / Part-time

Administrative support roles are critical to the success of every function at Verizon. Enjoy the challenge of bringing organization and efficiency to a variety of global, cross-functional projects.

Responsibilities

 This position requires leading and coaching a team of consultants in a Consumer Sales /Retention Call Center environment that includes coaching; analytics; quality of service across key tenets of customer service in a full funnel consumer/retention call center

This position necessitates extensive interaction with each consultant on a daily basis including feedback, coaching and development/disciplinary plans as needed for retention, sales and customer service.

Areas of focus include:

Monitoring of employee performance through side-by-side and remote observations; reviewing results with each employee on a consistent basis; providing coaching and identifying additional training to assist consultants in reaching required objectives; utilizing web-based PC tools and other reports in working with the team; acknowledging progress and addressing areas of opportunity on a team and individual basis.

Working closely with center staff and manager to identify appropriate coaching plans for all employees in all key metrics; supervise the actions to achieve daily and monthly objectives; developing and maintaining all necessary records and documents associated with employee performance.

Maintaining a strong knowledge of all products, practices and policies required to lead and develop a team; participating in constant dialogue with center manager and peers to share best practices and taking all necessary steps to change behaviors through coaching to performance.

Adhere to Code of Business Conduct and take personal accountability of own professional development.

Effectively organizing and planning work, setting priorities and executing action plans.

Provide leadership that supports the sales; service; retention vision and strategy

Qualifications

Three or more years proven successful leadership/supervisory experience in a sales/ retention / customer service call center environment

Ability to quickly establish and maintain an effective rapport with individuals of diverse backgrounds and professional levels

Proven success in meeting sales and retention quota – revenue; units; save/100; cancel mitigation – as well as key service and center measures

Proven track record of success in identifying performance and training needs; providing support, recognition and performance appraisals

Effective communication and partnership with the Union including implementing and handling disciplinary action as warranted

Excellent written communication skills with the demonstration of clear and articulate speaking, as well as concise and effective documentation

Proven time/priority management focus to accomplish all initiatives

Proficient expertise to review and analyze call center reports/results/trends and make coaching recommendations

Knowledge and familiarity with current small business sales products; applications and sales offerings

Can ensure that established quality standards and full funnel retention initiatives are adhered to from POS through first bill

Experience in creating a positive work environment by motivating, recognizing and engaging employees through proper communication and equitable application

Prior experience and demonstrated proficiency with Cofee, SSP, BQT, and other sales center systems

PC skills (experience working with Microsoft Office applications such as Excel, Powerpoint, and Word)

Position requirements may include evenings and Saturdays as may be required to ensure service resolution for business customers

Desired Skills

Mastery of coaching to performance and sales process that includes cutting edge sales strategies

Experience contributing to continuous improvement of processes and systems by seeking out and assisting in implementing best internal/external practices

Establishment and maintenance of key cross functional conversations/networks to best serve the business customer

Bachelor’s degree 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.