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Posted: Monday, May 15, 2017 12:54 PM


As a direct report to the Director of the Global Services Operation within tech support, this individual will act as Chief of Staff for the organization. The candidate will own and design strategy in the Global Services Organization (GSO). This candidate will act as the liaison between the vendor call center management team and the Verizon internal support team. They will be responsible for managing front line team members who are focused on designing reports, conducting analysis, formulating action plans and implementing those action plans to drive performance in the technical support organization. Their team will perform observations and ticket audits to ensure that all processes and tools provided to the FSC agents are being utilized appropriately. The candidate will also be responsible for managing strategic projects supporting the technical support organization and working with national staff support teams to identify any process or system changes that are needed. The candidate will develop and administer ad-hoc training specific to the needs of an individual or group, ensuring FSC employees are well equipped to care for the needs of Verizon customers. This candidate will also be responsible to prepare, deliver and facilitate strategic based executive level read outs. Included would be the responsibility of driving alignment between the various technical call center organizations located, onshore, off shore, and near shore.


  • ABachelor's Degreeor equivalent work experience.
  • 2+ years of direct customer contact experience, 1 year of experience in a call center and 2+ years in a supervisory capacity (call center supervisor experience preferred).
  • Solid knowledge of Fios/core voice technology and applications is essential.
  • Complete working knowledge of operation systems and MS Office.
  • Understanding of communication networking components (i.e.: routers, LAN topology, Ethernet, WAN, etc.)
  • Understanding of PC, video and telephony components and functionality.
  • Previous experience with data analysis.
  • Ability to successfully communicate ideas and recommendation to employees at all levels using tact, common courtesy, and persuasion to achieve objectives.
  • Ability to make decisions and recommendations that contribute to the overall success of projects and programs within technical support/national operations.
  • Ability influence vendor centers while working within co-employment guidelines.
  • Ability to collaborate between various work groups to drive performance and consistency.
  • Well versed in all facets of project management including final execution and delivery.
  • Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities.
  • Engage with Finance and understand the impacts of budgets, revenue attainment, and vendor billing strategies.
  • Plan and manage complex logistics with agility and a sense of urgency.
  • Can display a strong ability to meet tight timelines and execute on achieving break through results.
  • Ability to perform leadership development of direct reports, and mentor peer members.
  • This position will report to a Verizon office within the Verizon Fios footprint.
  • Candidate is expected to have a flexible work schedule due to the fact this is a 24x7 HOOP business

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• Location: Brooklyn

• Post ID: 102345808 newyork
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