Verizon Call Center Technical Manager in Robbinsville, New Jersey
The Call Center provides technical support to Fios customers for their voice, data, and video services. You must have strong leadership skills and the ability to manage the day-to-day activities of the call center in providing world-class customer service on every interaction and to achieve high performance results. You will also drive accountability within your team while creating an engaged and positive work environment.•Lead a team of technical support customer service supervisors responsible for managing the day-to-day activities of customer support technicians.•Train, coach and counsel employees.•Establish clear roles and responsibilities, track and manage team/individual performance in a unionized environment. •Manage the performance of the employees (including setting objectives, assessing performance, coaching for improvement and if necessary placing employees on performance improvement plans, and recommending disciplinary action). •Administer the Verizon processes and policies as they relate to safety, attendance, performance, work rules, and code of conduct. •Perform additional duties and responsibilities as needed.
Must have:•Advanced degree or equivalent work experience.•3-5 years of management experience. •3+ years of experience in customer service voice, data, and internet or related field operations.•Knowledge with MS Word, Excel, Power Point, and Microsoft Outlook.•Work nights, weekend duty, on call, and extended hours as necessary.Ideally, you will also have:•5+ years of management and operations experience in a technical support or customer service call center.•Understanding of communication networking components (e.g., routers, LAN topology, Ethernet Network interface, etc.).•Strong time management and multi-tasking skills in a fast paced nonstop environment.
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