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.
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Click here for more info: http://www.verizon.com/about/work/jobs/6773262-chief-of-staff
• Post ID: 102345808 newyork