Verizon Wireless Workforce Planning and Analysis Manager in Chandler, Arizona
What you’ll be doing...
When customers reach out, you’ll make sure we have the right people ready and waiting to answer their calls or chats and enough of them so that they won’t have to wait—because outstanding customer service is what we are all about. Looking at historical demand and trends, you’ll identify what is needed to support our volume of consumer and business customers. From bilingual to technical needs. We’ll look to you to forecast and plan to meet fluctuations in service demands, so that we can supply our centers with the right resources at the right time – all the time.
Analyzing detailed data to understand trends and patterns in support needs.
Forecasting demand and creating a workforce plan to meet the need.
Delivering accurate, detailed, timely and user-friendly ongoing workforce management reports.
Automating workforce scheduling processes and tracking employee time.
Reviewing performance and making adjustments for continuous improvement—in both cost-effectiveness, quality, speed, and customer satisfaction.
What we’re looking for...
You’re great at balancing competing factors like cost-efficiency and quality—you know you can’t sacrifice either. Addressing changing situations quickly, you find the right solution and handle them with a sense of urgency. Keeping your finger on the pulse, you are ready for what comes next. You’re highly analytical and understand how to make sense of lots of data. Having worked with lots of different kinds of people, you know how important it is to flex your style to the person and situation.
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Workforce planning experience.
Willingness to work flexible shifts, evenings, weekends or holidays, at times.
Even better if you have:
Led a team. Ideally, planned and managed a call center.
Customer service experience. Ideally, for technical products and services.
Managed or planned outsourced or off-shore resources.
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
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