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 role will be based in Cebu *** What you'll be doing... You will be working in our vendor call center directing daily call center activities, based in Cebu City, Philippines. In this critical role, you will have ownership and accountability for operational, financial and customer experience results. You will be providing input to strategy development and ensuring the operational implementation and execution is aligned with the overall vendor portfolio strategy. Our customers deserve the best and you will be the one to ensure that our vendor partners are meeting our customer needs by providing outstanding service. The work you do every day will bring better service to more people through our vendor partners.
Serving as a point of contact to the vendor call center leadership team.
Analyzing data and reporting to understand center trends; and making recommendations for continuous improvement.
Conducting daily operational meetings to assess results and performance, training readiness and completion, daily shrink plan and go-to-market implementation and directing real-time changes.
Developing and delivering key messages to vendor center leadership and staff.
Observing coaching sessions, training classes, calibration sessions, workshops, and site huddles for execution of content to improve center performance.
Inspecting and driving completion of quality contractual requirements.
Adhering to our operational standards to include instructing, developing, planning, inspecting, and holding vendors accountable to daily performance expectations.
What we're looking for... You're a planner and putting processes in place to create order makes you smile. You like to work in teams but also do just fine working alone. Different people and situations require different approaches - and not only do you understand that diverse perspectives build stronger outcomes, but you also have an ability to flex your style accordingly. You are detail-oriented and organized without losing sight of the big picture. Digging into data to find opportunities and coming up with recommendations that will have a big impact makes you feel good.
You'll need to have:
Bachelor's degree or four or more years of work experience.
Four or more years of relevant work experience.
Two or more years of Supervisory experience leading and developing direct reports or equivalent experience.
Experience in supporting customer services/sales accounts in a BPO setting.
Willingness to support 24/7 operations working on a night shift schedule, weekends, and holidays.
Willingness to travel
Even better if you have one or more of the following: A degree.
Proficiency in MS Office.
Experience as a trainer.
Remote and multi-site management experience.
Tech Experience.
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.
