Supervisor - Client Services 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 Supervisor role is a first level position in VPS's Center Operations Team whose principle role is assuring Verizon provides an optimal customer experience across the Wholesale Carriers for Access Ordering products and services including TLS, Dark Fiber, DS1 and Switched Access.

• Coaching and mentoring a large team of associates to ensure optimal customer service is provided to strategic VPS customers.
• Provide clear and concise feedback, taking remedial actions on improvement and providing individualized support as required.
• Effectively planning and executing workload balancing, customer commitments, and training initiatives.
• Escalation management and resolution on Access Ordering issues.
• Assessing ongoing performance, providing feedback, training and development as required, and taking appropriate corrective actions to support associates in achieving their objectives.
• Creating robust developmental plans, provide timely appraisals to corporate standards, performance feedback and remedial follow up.
• Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.
• Monitor daily Center workloads to manage overall performance, employ critical thinking to make recommendations to improve and ensure the entire team is meeting and exceeding performance objectives.
• Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussions as well as cross team meeting readouts.
• Build two way working relationships intra/interdepartmentally with strategic partners, suppliers and customers.
• Manage all aspects of customer requirements including FOC on time deliverables.
• Ensure clear understanding of VPS products and knowledge of rule governance and parity requirements across all Special Access and Switched Access products.
• Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union.

The position from time to time will require both evening and weekend work including escalation coverage and resolution. A company provided mobile phone will be provided for out of hours call management.

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.
• Two or more years of Telecom industry experience.
• One or more years of supervisory experience.
• Experience using Microsoft Office, including Word, Excel and PowerPoint.
• Willingness to travel up to approximately 25% of the time.

Even better if you have onemore of the following:

• Strong written and verbal skills.
• Experience leading teams of union employees
• Understanding of ordering, provisioning and maintenance processes.
• Knowledge of VPS products and services.

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, religious, or state law recognized reasons).