Call Center Manager - 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

 

Job Description – Manager-Tech Customer Service

 

Summary:

The Manager-Tech Customer Service position is responsible for managing the day-to-day activities of a tech support call center. This individual must be results-oriented and customer-service focused in order to help move the business forward while maintaining customer loyalty.  In collaboration with the management team and frontline employees, the Manager is also responsible for promoting and influencing a positive culture of highly engaged employees who deliver a superior customer experience on every call. Strong communication skills, both written and verbal, are required to interact with multiple levels within the organization.

 

Our ideal candidate will be responsible for meeting and/or exceeding key performance objectives in a call center environment, while fostering a positive work environment for all employees.  Key performance objectives include but not limited to average handle time, productive dispatches, NPS (front end closeouts), first call resolution, adherence and attendance.

 

*Position Responsibilities

 

• Lead a team of technical support customer service Supervisors responsible for managing the day-to-day activities of customer support analysts through delivering a friendly, caring, superior customer experience.
• Create a positive work environment to win the hearts and minds of employees by inspiring others to do their best work and foster a high degree of engagement from your staff.
• Understands the organizational strategy and can effectively communicate the Big Picture in an inspiring way.
• Display a strong work ethic and take pride when given the opportunity to create loyal and happy employees and customers. 
• Understanding and management of call handling performance to meet key objectives including average handle time, productive dispatches, Net Promoter Score analysis, front end closeouts, first call resolution, adherence and attendance.
• Assist with every aspect of people management including: conducting interviews, workforce management, motivation, coaching and development of your direct and indirect reports; while creating a high performing team culture.
• Provide daily leadership of the customer service function through analysis of key performance indicators and objectives using a scorecard to measure progress and work towards SMART goals with the team.
• Conduct and monitor Supervisor to agent coaching sessions to consistently improve customer interaction quality.
• Application and management of HR policies and procedures.
• Communicate and work closely with other departments, our field organization and product leadership to provide feedback from customer insights and employee feedback in order to continually improve our processes and the customer experience as identified in daily interactions.
• Be an expert on Verizon’s products, systems, policies, processes and procedures.
• Provide agent and customer insights and feedback to the Customer Care Leadership team.
• Ability to work some evenings and weekends.

  

 

Qualifications

 

         

Job Description – Manager-Tech Customer Service

 

Summary:

The Manager-Tech Customer Service position is responsible for managing the day-to-day activities of a tech support call center. This individual must be results-oriented and customer-service focused in order to help move the business forward while maintaining customer loyalty.  In collaboration with the management team and frontline employees, the Manager is also responsible for promoting and influencing a positive culture of highly engaged employees who deliver a superior customer experience on every call. Strong communication skills, both written and verbal, are required to interact with multiple levels within the organization.

 

Our ideal candidate will be responsible for meeting and/or exceeding key performance objectives in a call center environment, while fostering a positive work environment for all employees.  Key performance objectives include but not limited to average handle time, productive dispatches, NPS (front end closeouts), first call resolution, adherence and attendance.

 

*Position Responsibilities

 

• Lead a team of technical support customer service Supervisors responsible for managing the day-to-day activities of customer support analysts through delivering a friendly, caring, superior customer experience.
• Create a positive work environment to win the hearts and minds of employees by inspiring others to do their best work and foster a high degree of engagement from your staff.
• Understands the organizational strategy and can effectively communicate the Big Picture in an inspiring way.
• Display a strong work ethic and take pride when given the opportunity to create loyal and happy employees and customers. 
• Understanding and management of call handling performance to meet key objectives including average handle time, productive dispatches, Net Promoter Score analysis, front end closeouts, first call resolution, adherence and attendance.
• Assist with every aspect of people management including: conducting interviews, workforce management, motivation, coaching and development of your direct and indirect reports; while creating a high performing team culture.
• Provide daily leadership of the customer service function through analysis of key performance indicators and objectives using a scorecard to measure progress and work towards SMART goals with the team.
• Conduct and monitor Supervisor to agent coaching sessions to consistently improve customer interaction quality.
• Application and management of HR policies and procedures.
• Communicate and work closely with other departments, our field organization and product leadership to provide feedback from customer insights and employee feedback in order to continually improve our processes and the customer experience as identified in daily interactions.
• Be an expert on Verizon’s products, systems, policies, processes and procedures.
• Provide agent and customer insights and feedback to the Customer Care Leadership team.
• Ability to work some evenings and weekends.

   

*Required Skills & Experience

 

• Excellent organization skills and ability to manage multiple and changing priorities.
• Excellent teamwork and collaboration abilities.
• Work independently without over-site and promote collaboration.
• Deal skillfully and promptly with the demands of an ever-changing fast-paced environment
• Proven ability to communicate fluently through verbal & written forms.
• Ability to effectively present information to leadership team.
• Ability to assess facts and make decisions associated with logical conclusion.
• Good team building and interpersonal skills.
• Experience with large center, multi-center call center delivery model.
• Prior Workforce Management experience.
• Experience in managing in a union environment.
• 5-8 years of management and operations experience.
• 3-5 years of call center experience and management experience

 

 

 

 

Desired Skills & Experience

 

• Knowledge of vRepair, iCAD, WFA
• DSL experience
• Outside plant experience.
• Experience calculating key performance indicators to drive performance results
• Process analytics experience or statistical process control experience (e.g. TQM, Six Sigma)
• Master's degree
• Experience with VOL Broadband/DSL Technical Support
• COPC Certification

 

 

 

Additional Information

 

***Note to Reader...Please update your resume before submitting to ensure your qualifications are CLEARLY indicated on your resume and that they meet the REQUIRED SKILLS AND EXPERIENCE listed in this job description.***

 

 

Job Profile

 

Responsible for promoting good customer relations by providing necessary customer service and offering support for our sales organizations and their customers.

 

 

Job Function

 

Manages a team of Supervisors responsible for providing technical customer support of our products and services. Alerts the appropriate team members to ensure the Network is working optimally; handles complex repair requests, provides troubleshooting, trouble resolution, follow-up and escalation assistance for maintenance requests. May be asked to provide customer insights and call history trends as required for network outages or performance issues. May partner with Service Managers to manage network and service plans for customers; may also partner with Sales to upsell network to drive optimization.

 

 

Functional Accountability

 

Responsible for the leadership of a work group and/or development of broad programs or projects in support of organizational or area strategies; communicates & translates functional/operational goals into team goals; manages implementation of policies and procedures; typically reports to a (Director/Exec Dir) Band 5.

 

 

Span and Layer Guidelines

 

Typically has minimum of 8 direct reports

 

Work Complexity

 

Develops resolutions to complex problems that require the frequent use of creativity. Analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

 

 

Knowledge and Skills

 

Advanced skills within a professional discipline and general knowledge of other areas. Requires independent thinking. Demands full use and application of principles, theories, concepts and technologies.

 

 

Education and Experience

 

Bachelor’s degree or equivalent work experience. Generally requires minimum of 6 yrs. experience in a related discipline.

     

 

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.