Operations Center Supervisor - Military Fellowship

When you join VerizonVerizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. Were a diverse network of people driven by our ambition and united in our shared purpose 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 youll be doing...This opportunity is for Military personnel who are current participants of Hiring Our Heroes Corporate Fellowship Program Cohort 2-2021.The Wireline Operations Controls 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 plain old telephone service to Optical Carrier Systems. As part of the operations center team, you will be a part of a very high paced and customer focused work environment. This Supervisor position supports the direct and indirect teams across the Operations Control Centers including Dispatch, OCO (Provisioning coordination), MCO (Repair/Maintenance coordination), Switch translations, APC (Assignment Provisioning Center), and Testing System Support Team. Position requires supervising a team of associate employees providing support for day-to-day center and field operations.Responsibilities will include managing the following, but are not limited to:+ Supervisor for 10+ direct reports. Provide associate employees with leadership, guidance, knowledge, tools, training and opportunity to perform their job functions. Performs quality observations on every employee to ensure quantity and quality objectives are met.+ Able to focus on outlined Performance Metrics to Grow the Business.+ Recognizes/celebrates employee development. Conduct employee appraisals and communicate positive and negative feedback effectively. Ability to solve problems of moderate scope, effectively analyzes results and leads, motivates, develops and coach associates.+ Knowledge of products/services, departments, company policies/procedures, interdepartmental workflows.+ Training for annual coverages Code of Conduct, Safety, systems and process coverage+ Compliance Absence discussions, ACD monitoring, and monthly coaching and observations. Ensure all Team Leader and Associate administrative records are kept up to date and are secured.+ Work with the union to resolve grievances and or workplace issues and create a positive working environment.+ Must be able to work early mornings and manage high urgency issues.What were looking for...You'll need to have:+ Must be a current participant of Hiring our Heroes Corporate Fellowship Program Cohort 2-2021.+ Bachelors degree or four or more years of work experience.+ Four or more years of relevant work experience. (field operations, field dispatch practices, field installation).+ Willingness to meet urgent job need after hours and on weekends.+ Willingness to work an early morning start time to align with the field needs.+ Willingness to travel.Even better if you have:+ A degree.+ Working knowledge of the following systems: Optix, V Repair.+ Ability to work in a fast paced environment andmeet very tight deadlines.+ Proven ability to be able to gather resources and data to improve results.+ Ability to take data and put processes in place to drive efficiency.+ Ability to influence the field managers to execute on OCC strategy.+ Customer contact and customer escalation experience. Installation & Maintenance Field experience.+ Previous experience in center or field management and supervising associates.+ Ability to work independently, while collaborating with your peers to ensure the entire team is on track, and effectively with minimal supervision, make sound recommendations and decisions that have direct impact on the corporate and organizations objectives.+ Strong leadership and supervisory skills, communications oral and written, organizing, planning, coaching and problem solving skills.+ Knowledge of Installation & Maintenance for Specials, Copper and FiOS.+ Previous experience working in a union environment. Experience and understanding of CWA Contract, Labor Relations and Grievance process.+ Experience with Excel, Word, and Google Mail. Experience with the following Verizon Systems: iVAPP, iGO, AVAYA, CMS, and AIMS.+ Strong leadership skills as well as team and personal accountability.Equal Employment OpportunityWe'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 (https://www.verizon.com/about/careers/work-culture) page to learn more.REQNUMBER: 559125-1C