When you join Verizon Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
*** This will be based in Iloilo City *** What you'll be doing... This position will provide critical support to a Customer Service outsource vendor location. You will be providing direction on goals and responsibilities of the vendor program to drive performance. This position will be responsible for identifying and correcting training gaps, program opportunities and executing on action plans to improve operational and customer results. This role will be critical in improving the new hire experience and deliver innovative ideas through to completion to enhance the PSO operation.
You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning, coaching effectiveness and strong leadership principles.
Partnering to influence the new hire experience and associated metrics.
Conduct and facilitate training session to include workshops.
Establishing alignment of priorities and goals with all levels of program personnel.
Assessing all functional execution and identify gaps in performance.
Directing and influencing action planning, implementation and execution on all KPI's.
Conducting daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.
Assessing Partner performance and implement action plans based on needs.
Conducting side by side call observations with representatives.
Observing new hire training and provide leaders feedback on VZ training content delivery.
Providing leaders feedback on coaching triads or applicable sessions using current coaching model.
Lead calibration sessions and regularly provide effective feedback for improved performance.
Reviewing and analyzing current center results to identify trends and provide recommendations.
Observing huddles, training sessions for continuing education and the new hire experience for execution and content alignment.
Identifying leadership opportunities and conduct leader huddles/workshops to improve coaching skills & knowledge.
Ability to adapt to changing work schedules due to business and site specific needs.
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.
Experience in training initiatives and delivery.
Willingness to travel up to approximately 25% of the time.
Ability to travel regularly for extended duration.
Capable of supporting 24/7 operations including nights, weekends, and holidays.
Two or more years of experience in a people-leader role.
Two or more years of experience in a customer-facing role; i.e. sales, customer service, or retail.
Even better if you have one or more of the following: A valid passport.
Experience in a call center environment.
Experience with PSO vendor management.
Two or more years of experience in a supervisory, trainer, or quality role.
One or more years of experience working with Mobile program.
Skill in Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word, Excel).
Knowledge of systems and tools such as Reporting dashboards, MetrEx, Qlik, ACSS, ETE, Optix, Enhance, and Loyalty Tools.
Experience in using call monitoring tracking systems/tools (Verint, Speech Analytics).
Experience working with cross-functional teams across all levels of the organization.
Experience with facilitation and written communication to leadership.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.
Where you'll be working In this worksite-based role, you'll work onsite at a defined location(s). Scheduled Weekly Hours 40 Diversity and Inclusion We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
