Mgr-Cust Svc Ops

A career with Verizon Wireless is not like a career anywhere else. Our dynamic, innovative, high-growth environment, combined with a genuine desire to make success achievable at work and in life, translates into award-winning training and benefits, a strong commitment to diversity, and exceptional opportunities for professional growth for every member of the Verizon Wireless team. A respected industry leader, Verizon Wireless is home to the most reliable network, quality products and services, and customer service that is second to none. As we work to stay at the leading edge technologically, we remain committed to offering customers across the U.S. the most reliable service on the nation's best wireless voice and data network, and offering employees unlimited opportunities to excel. Job Description Mgr-Cust Svc Ops p { font-size: 11px; font-family: Arial, Helvetica, sans-serif; line-height: 12px; } Responsibilities " Own the performance of and establish an alliance with all NE Area outsource vendors. Share information and maintain communications to ensure they remain focused on our mutual goals. Assist vendor in the set up of the outsourced processes and ensure they are provided the tools, training, information and materials needed to effectively facilitate and focus on their functional activities." Coordinate with internal departments (training, contracts/procurement) to provide proper guidance and training as needed to ensure vendors' understanding and compliance with requirements." Manage the vendors' performance to ensure full compliance with all contractual terms and KPI's" Monitor and evaluate the vendor's processes and procedures to ensure they are appropriate for delivering satisfactory customer service levels." Hands-on approach to participate in root cause analysis and remedy implementation when FCR, NPS, KPI's, etc. are not being met." Assist in the development and tracking of any additional operational metrics to measure performance, quality, and the cost of doing business." Responsible for assisting the vendor in any process definition and documentation and auditing those processes on a regular basis." Work with the HQ vendor team to adhere to new auditing guidelines on a weekly, monthly, and quarterly basis." Responsible for data collection and reporting related to assigned vendors' activities." Work with vendors to foster continual improvement." Travel to vendor locations to provide on-site support. Travel required at least 50%." Be able to provide policy clarification, documentation, and communication to internal leadership teams." Direct and participate with quality monitoring and reporting. p { font-size: 11px; font-family: Arial, Helvetica, sans-serif; line-height: 12px; } Qualifications " 4 + years experience in a Vendor Management role / or equivalent work experience.Experience in large team management.Experience in multi-site/team management" Experience in Customer Experience Quality Assurance, NPS, etc." Experience in a high-volume contact center" Experience in developing and monitoring metrics We are an equal opportunity employer m/f/d/v. It takes dedicated, hard-working people like you to provide the nation's best, most reliable wireless network. That's why we offer some of the best benefits around. And the best part is, the day you start is the day your medical/dental/vision/life insurance, paid vacation, training and tuition reimbursement benefits start.We also know how important work/life issues are in today's marketplace. And we reward you with competitive time off and employee assistance programs so you can manage work with the rest of your life. We are an equal opportunity employer. m/f/d/v Career Video http://www.view-career-video.com/videos/vzw/ Careers Site http://www.verizonwireless.com/b2c/aboutUs/careers/index.jsp Privacy Statement