Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

You are responsible for tracking, communicating, managing and developing enterprise network incident reports and owning the incident through to resolution. In this role, you’ll be able to significantly impact the future of our Customer Service Organization, by ultimately transforming our contact centers into a satisfying customer engagement experience.

• Proactively monitoring for incidents.

• Building a strategic roadmap with both near and longer term goals.

• Owning incident resolution.

• Responsible for RCA creation.

• Directing Service Assurances resources to resolve outages and incidents.

• Ongoing evaluation of performance and continuous improvement.

• Evaluating technology trends to identify potential opportunities for increased efficiency and enhanced customer experience.

What we’re looking for...

You think creatively to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact—especially on customers. You understand customer service and know that customer happiness is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.

You’ll need to have...

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

• Four or more years of managing, tracking, and reporting on network incident

Even better if you have one or more of the following...

• A degree.

• Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.

• Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.

• Managed complex process change implementations.

• Lean Six Sigma Greenbelt or higher.

• Knowledge of Call Center operations.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $88,000.00 - $144,000.00.

Job Tags

Holiday work, Full time, Temporary work, Part time, Work experience placement, Work from home, Flexible hours, Shift work,

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