Verizon Technical Support Channel Manager in Newport News, Virginia

What you’ll be doing...

Want to be part of an innovative team that enables our technical support call centers to provide exceptional customer service in an evolving technology marketplace? The Data/Video and High Speed Internet Channel Readiness Team is looking for a candidate with a focus on Fios and copper Data/Video provisioning and repair. We measure success by enabling our call center clients to deliver on critical business objectives like call volume and dispatch reduction, call handle time, and enabling a five star customer experience.

  • Define and design Verizon Consumer Market’s service delivery experience, with a focus on Data/Video products.

  • Use industry knowledge and experience to build/enhance tools, systems and processes that enable agents to provide exceptional technical support and customer service to our customers.

  • Responsible for end-to-end customer and employee experience with product provisioning and support.

  • Design process and develop methods and procedures that improve our customer service delivery.

  • Develop call center scripting and technical support documents that are simple, direct and impactful.

  • Transform the complex and create simple solutions.

  • Main interface between Product Development, Go-To-Channel & Operational teams.

  • Design and develop channel requirements.

  • Determine project status and provide Go-No-Go decisions for technical support readiness.

  • Manage cross-functional alignment of the service delivery experience, including Executive reviews and demos.

  • Ensure channel Launch Readiness.

  • Training development and delivery.

  • Creating simple and effective center communications.

  • Provide Post Launch Support.

  • Liaison between channel and project team.

  • Accountable to project delivering expected results.

  • Ability to balance the priorities of multiple projects while often dealing with day-to-day adhoc requests.

  • Independent strategic thinking and decision making.

  • Utilize analytics and channel feedback to identify and initiate innovative process and system enhancements.

  • Deliver volume reduction and efficiency.

  • Exceptional customer and employee experiences.

  • You focus on efficiency, have a pulse on future developments and anticipate/prepare the support requirements to enable exceptional customer service.

  • Understand the business relationships with other organizations and the ability to foster collaborative relationships that lead projects to fulfillment.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges present themselves all the time. People will come to you with questions because you are a subject matter expert, and have a skill for understanding the ask. You explain the complex in simple easy-to-understand ways. You know the impact that process and systems have on an organization’s ability to build customer loyalty and achieve great results. Responding to the needs and preferences of others, you have an approach that builds rapport with a diverse range of people. You do not accept status quo, instead you are constantly on the lookout for innovative ideas that drive breakthrough performance. You anticipate your internal customers’ needs, are passionate about your work and execute with a sense of urgency.

You’ll need to have:

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

  • Six or more years of relevant work experience, with five or more years managerial experience.

  • Knowledge of Data/Video systems and process for provisioning and repair of Copper and Fios products including digital Data/Video to influence business strategy.

  • Demonstrated written and verbal communication skills that effectively deliver the intended message to the audience that may vary from customer facing front line to senior leadership, and technical to non-technical.

  • Strategic forward thinking that drives innovative solutions.

  • Project management experience.

  • Willingness to work a flexible schedule supporting 24x7 call centers.

Even better if you have:

  • A degree.

  • Project management certification.

  • Ability to work on multiple projects at once.

  • Demonstrated ability to organize and prioritize work independently.

  • Success in leading a team in customer service or call center for technical products or service.

  • Technical expertise in communication networking components relevant to the delivery of Data/Video services.

  • Background in data analytics used to identify anomalies and solutions.

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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