Senior Customer Service Analyst

***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 position will provide critical support to Customer Service outsource vendor locations virtually. You will be providing direction on goals and responsibilities of the vendor program to drive performance. This position will be responsible for identifying and correcting training gaps, program opportunities and executing on action plans to improve operational and customer results. This role will be critical in improving the new hire experience and deliver innovative ideas through to completion to enhance the SPC operation.You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.- Partnering to influence the new hire experience and associated metrics.- Establishing alignment of priorities and goals with all levels of program personnel.- Assessing all functional execution and identifying gaps in performance.- Directing and influencing action planning, implementation and execution on all KPI’s.- Conducting daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.- Assessing Partner performance and implementing action plans based on needs.- Conducting side by side call observations with representatives, new hire training and observations, leading calibration sessions and regularly providing effective feedback for improved performance.- Reviewing and analyzing current center results to identify trends and provide recommendations.- Observing huddles, training session for continuing education and the new hire experience for execution and content alignment.- Identifying leadership opportunities and conducting leader huddles/workshops to improve coaching skills & knowledge.**Where you'll be working...**In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.*** What we’re looking for...**You'll need to have:- Bachelor’s degree or one or more years of work experience.- Experience in onsite performance management and leadership development of international 3rd party partners.- One or more years of experience in a people-leader role.- One or more years of experience in a customer-facing role; i.e. sales, customer service, or retail.- Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.- Willingness to travel up to approximately 50% of the time.Even better if you have one or more of the following:- Experience in Call center.- Experience in Vendor management.- One or more years of experience in a supervisory, trainer or quality role.- One or more years of experience in working with Mobile and/or Fios programs.- Bilingual fluency in English and Spanish.- Experience in working in a remote/virtual environment with proven success.- Experience in Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).- Knowledge of systems and tools including reporting dashboards, Tableau, ACSS, ETE, Optix, Enhance, and Loyalty Tools.- Experience in using call monitoring tracking systems/tools (Verint, Speech Analytics).- Experience in working with cross-functional teams across all levels of the organization.- Experience in training initiatives and delivery.- Experience in facilitation and written communication to leadership.*** Diversity & Inclusion**We're proud to be an equal opportunity employer. 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**Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.