Team Leader - Fleet Support Service Center

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

This is a high visibility position that will report to the Vice President of Fleet and will be responsible for supporting internal and external business-partners by planning and implementing support-center strategies and operations; improving systems and processes; managing staff. This position manages the national fleet support center which includes several specialized functions including, invoice and payment reconciliations, violations and subrogation processes, vehicle license and registration and third-party accident claims processing. In addition, you will manage both internal and external 24-hour roadside-assistance and maintenance requests program by working closely with vendor(s) and monitor their performance to ensure requirements and improvements efforts are being met. The position is also responsible to establish, manage and update business-continuity plans with regard to fleet-support activities and work closely with peers to coordinate those plans with other fleet activities.

• Establish and oversee the management of call-center and support functions which include but not limited to, workforce management – forecasting call volumes, attendance scheduling and performance management leading to optimized employee experience.
• Ensure continuous improvement with regard to cost, quality and overall experience of customers.
• Evaluate state-of-the-art technologies; benchmark processes; define user requirements and create technical specifications to deliver enhanced solutions that increase productivity, quality, and customer-service standards.
• Lead a team of employees who transact ancillary-support functions.
• Lead a team performing invoice management, payment and reconciliation (including but not limited to process exceptions, price-match errors, vendor administration, PO and non-PO transactions as well as identifying root causes and establishing systemic corrective actions.
• Maintain and improve the support-center operations by monitoring performance of support systems (phone switches and technology used daily to support provision of services) under routine and emergency situations.
• Identify and resolve day-to-day as well as emergent issues such as equipment outages, system failures, etc.
• Meets support center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Oversee invoicing activities to manage vendor performance, billing accuracy and translation into internal financial reporting/performance trends.
• Prepare and present support center performance by collecting, analyzing, and summarizing data to deliver insights.
• Maintain professional and technical knowledge by tracking emerging trends in support center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Develop support models and methodologies, effectively integrating/utilizing internal resources and 3rd parties to affect response to core functionality of the fleet, repair and dispatch activities.
• Partner effectively with internal asset-management and maintenance-management teams to ensure timely delivery of cost-effective and quality services that enhance the readiness of our fleet.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Call Center and/or service operations back-office support.
• Experience with Microsoft Office suite (Word, Excel, Project and PowerPoint).
• Fluency in English.
• Willingness to travel up to 25%.

Even better if you have:

• MBA.
• Five or more years of Call Center and/or back-office support in a service-operation setting.
• Verbal communication and customer service skills.
• Proven record of driving results, teamwork, people skills, people management, process improvement, problem solving, process management, data analytics.
• Subject-knowledge related to administrative management of a large, multi-state Fleet (including common goods/services associated with a large fleet of vehicles, state registration and taxation knowledge).
• Experience in an automotive service-writing or comparable field.
• Project management skills/certification (PMP).
• Experience and/or certification in “Six-Sigma” or “Lean” methods a plus.
• Experience with office-automation tools (VB script / macro writing, OCR systems, advanced Excel/Access skills, familiarity with systems such as SAP/PeopleSoft).
• Basic accounting skills.

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. 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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).