Verizon Call Center Manager - Technical Support in Newport News, Virginia

What you’ll be doing...

Customers rely on us for the best network and entertainment. And when they have questions or issues, you’ll be there with exceptional technical support and customer service. You’ll lead a tech support team call center to help our FiOS customers with their voice, data, and video services. The team will be troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. You’ll motivate your team to bring their best every day. Because here, better matters.

  • Leading, motivating, and developing a customer care center to deliver exceptional tech support service.

  • Ensuring that resources are in place and trained so that customer issues are resolved quickly.

  • Tracking and managing call volume for optimal efficiency.

  • Maintaining the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve.

  • Applying policies, procedures, and guidelines appropriately and acting as a role model for communication skills, work ethic, and judgment.

  • Managing and continuously improving performance, development, quality, efficiency, and productivity of the tech call center.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges pop up all the time. People come to you with all their tech questions because you have a knack for explaining the complex in simple easy-to-understand ways. You understand the impact that every interaction has on an organization’s ability to build customer loyalty and enjoy motivating others to achieve great results. Responding to the needs and preferences of others, you flex your style and approach to build rapport with a diverse range of people.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Partnering and working with the union.

  • Willingness to work nights, weekends, and holidays.

Even better if you have:

  • Master’s degree.

  • Customer service experience in voice, data, and internet, or related field operations.

  • Led a team. Ideally, in a tech support or customer service call center.

  • Technical expertise in communication networking components (e.g., routers, LAN topology, Ethernet Network Interface).

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

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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