The Wireline Operations Control Center (OCC) provides provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and is open 24 hours, 365 days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As part of the operations center team you will be a part of a very high paced and customer focused work environment.
The position is for a dynamic, intelligent, results focused and experienced leader able to quickly master several operational disciplines while leading a team to support the OCC director by designing and implementing programs focused on operational effectiveness, process reengineering, and internal culture and communications. This position also includes ownership of executive communications, quality assurance, field operations alignment, center quality control, systems and analysis. Span of influence is across entire region of 750+ managers and associates. Detailed responsibilities for this position include but are not limited to:
In-depth and ongoing organizational review of each manager / functional operations area to identify and solve for process, systems or people gaps
Partner with BT/VLSS
Drive internal efforts to improve efficiencies with field operations
Liaison with peer managers to streamline OCC operations
Scorecard creation and data analytics for all key performance indicators
Liaison for the director and management team intra/inter departmentally
Supervise and manage team of 12 with a potential for additional dotted line responsibilities
Work closely with the Business Operations Support Team that supports Method and Procedure development, process improvements, system rollouts and all other operational support requirements
Executive support communications, meeting planning, ORR support, reporting, analysis and center reviews
Facilitation of all priority deliverables across peer manager group of 8
Scheduling, creating interactive media for all meetings, conference calls, performance readouts etc.
Compose group communications including but limited to strategic announcements, quarterly performance, Customer Service Week and annual end of year messaging for the director on the business pulse
Create and set the standards by providing uniform documents, templates and the like for use across the team
Call and chat observations to identify opportunities - follow through on actions needed and resolution
Schedule, compile materials and run monthly Root Cause Analysis (RCA) readout calls on 3 major breakdowns monthly
Provide oversight and administration of the Safety programs across the group
Interface with Human Resources on initiative rollouts, appraisal and other Verizon human resource requirements
Travel within region
Write and conduct feedback on Performance Agreements, Performance Appraisals, and Developmental Plans
Review and understanding of all MAS OCC strategic metrics and their impact on overall performance
Create and administer an overall Awards and Recognition plan including working with finance on a managerial budget
Provide oversight, budget management and administration for planning and executing robust Customer Service Week events
Willingness to work all shifts including weekends, holidays and on-call duty.
What were looking for...
You'll need to have:
Bachelors degree or four or more years of work experience
Six or more years of relevant work experience.
Even better if you have:
Strong knowledge of outside plant and facilities.
Union-Management negotiation experience.
Experience managing an expense budget and working within overtime objectives.
Understanding of the following center systems: WFA, V-Repair, REACT, TEMS/NMA, AMTS, CSPS
Advanced knowledge of Google and MS Suite
Direct supervisory and leadership experience.
When you join Verizon...
Youll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering Americas fastest and most reliable network, were leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but were about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.