Verizon Communications Inc.
What you’ll be doing...
At Verizon Connect, we guide a connected world on the go.
We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.
As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
This position requires you to manage relationships with the Verizon Connect strategic contact center partners. You’ll provide technical and management support to the outsourced vendor personnel for VZC services and products. You’ll interact with Verizon Connect IT and Marketing organizations as well as client partners in the diagnosis, resolution and/or escalation of issues concerning the operation and support of the VerizonConnect services and products.
The Vendor Manager will also partner with the VZC internal product, training and PMO teams to define, prioritize and drive our organization’s priorities based on customer experience and revenue. You must be willing to handle escalations from the vendor(s) on a 7 x 24 x 365 basis. You will have solid diagnostic skills to analyze, manage and improve vendor contractual obligations and any additional operational metrics. You will utilize your excellent process analysis skills and superior project management talent to coordinate roll-out efforts as products and services are changed and enhanced. Prior experience in vendor rollout/launch operations is a plus for this position.
Vendor Contract Management: Provide input on new RFP, SOW and MSAs and manage existing agreements.Vendor Launch Management: Act as the primary point of contact for Customer Service Program Management, Training and Product for the launch of new vendor partners and products.Business Management: Work with contact centers to provide monthly contact forecasts and manage the contact center budget expenditures. Ability to propose, review, and implement Business management improvement initiatives.Business Analysis: Use process models to establish call handling flows and for the various vendors and agent skills.Contact Center Mangament: Support Customer Care functions including sales, technical, billing, and informational requests. Monitor, report manage day to day performance of contractual KPI’s.Testing: Work with Vendor Management, Product Management, IT and Launch Management to ensure that all new products/services and contact center tool changes are thoroughly tested prior to release.Travel (10%): Be onsite at primary vendor location(s) a minimum of once per month or as needed. Perform site audit, front line employee round tables and coordinate Quarterly Business Reviews.Other duties as assigned or requested.
What we’re looking for...
You'll need to have:
8 years of experience in the management of consumer contact centers from either an in-house or outsourced perspective; or equivalent combination of education and experience
Ability to travel (Travel Required)
Business process analysis and call flow analysis experience is critical
Experience with defining requirements for training and knowledge base information to support agent functions
Proficient with Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)
Even better if you have:
Proven track record of completing complicated tasks with minimal supervision or direction
Ability to interact with end use consumers and other call center management team members to quickly resolve escalated customer issues
Excellent open and proactive written and oral communication skills
Ability to work in team-oriented environment.
Ability to work in matrix managed environment
Ability to influence and lead others (i.e. Project Manager and project teams)
Proven analytical skills of data, process, call trends.
Strong customer service orientation.
Knowledge of business process development and improvement
Experience in support of automotive products a plus
Keywords: Telematics, Fleetmatics, Telogis, Skyward, Operations, Customer Care, Customer Service
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.
Verizon Communications Inc.
Website : http://www.verizon.com
Verizon Communications Inc., through its subsidiaries, provides communications, information and entertainment products and services to consumers, businesses, and governmental agencies worldwide. Its Wireless segment offers access to various wireless voice and data services comprising Internet access through smart phones and basic phones, and notebook computers and tablets; messaging services to send and receive text, picture, and video messages; and consumer and business focused multimedia applications under the Verizon Wireless brand. This segment also provides location-based services; global data services; HomeFusion Broadband, a high-speed Internet service for homes; other connection-related services, such as network access and value added services to support telemetry-type applications; and machine-to-machine services that support devices used in healthcare, manufacturing, utilities, distribution, and consumer products markets, as well as sells smart phones and basic phones, tablets, and other Internet access devices. As of February 24, 2014, it served 103 million retail customers. The companys Wireline segment offers video services over its fiber-optic network; data Services comprising high-speed Internet and FiOS broadband data products, as well as local exchange capacity, managed, mobility, and security services; voice services, such as local exchange, regional, long distance, wire maintenance, and voice messaging services, as well as VoIP, and landline and wireless services; and local dial tone and broadband services to local, long distance, and other carriers. This segment also provides networking products and solutions, such as private Internet protocol services, and Ethernet access and ring services; and infrastructure and cloud services. The company was formerly known as Bell Atlantic Corporation and changed its name to Verizon Communications Inc. in June 2000. Verizon Communications Inc. was founded in 1983 and is headquartered in New York, New York.