What you’ll be doing...
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 a member of the operations center team you will be a part of a very high paced and customer focused work environment. The position requires strong leadership skills as well as team and personal accountability.
As the Dispatch Resource Center supervisor, your responsibilities will include dispatching all work for a particular geography including, POTS, HSI, Fios, Specials and cable maintenance. You will oversee loading of daily work, provide work flow quality control, build close relationships and coordinate with supplier work groups to meet customer commitments and Operations Metrics.
The DRC team leader will supervise the daily activities of 10-20 direct reports. They will provide developmental training, conduct daily job observations to determine adherence to quality/ process requirements. The DRC team leader will be responsible to identify underperforming areas and initiate process improvements in coordination with their peers both in the center and the field. Will also be required to contact and collaborate with internal/external customers to address various service issues. Other responsibilities will include the following, but are not limited to:
Drive accountability to achieve business results and provide a best in class customer service experience and an engaged workforce.
Manage work orders prior and post commitment dates to completion.
Balance workloads and commitments with workforce to deliver business objectives.
Establishing policies and procedures balanced against the customer needs and overall business priorities.
Interpreting current labor agreements and negotiate through the grievance procedure.
Manage escalations and complaints in a timely manner.
Rotational Tours - Willingness to be able to work Day and Evening Tours.
Willingness to work Weekend and Holiday Assignments.
Flexibility to work off hour shifts (I.E. 11am - 7pm).
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.
Even better if you have:
Organizational, interpersonal, negotiation, people development and operational skills.
Five or more years of people leadership skills.
Effective written, verbal and presentation skills.
Leadership ability and knowledge of wireline industry.
Ability to effectively communicate and present with at all levels.
Ability to meet deadlines, manage multiple projects and priorities simultaneously.
Ability to work in a fast pace, customer and team-oriented environment.
Ability to build sustainable strong results against given metrics.
Ability to work independently and with a team.
Ability to proactively address issues in a high volume environment.
Experience with supervising union represented employees and effectively managing labor disputes.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re 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 we’re 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.