- Entry level
- No Education
- Salary to negotiate
- Temple Terrace
What you’ll be doing...
erizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.
Working in a fast paced environment, we are seeking a hands-on, detail oriented and quality oriented candidate. This position will be responsible for performing call quality monitoring and leading call calibration sessions with business partners to ensure quality is measured consistently. Participate in the development and maintenance of the quality program(s) to support ongoing process improvement and customer satisfaction opportunities. In addition, the evaluation and presentation of call center quality results, identification of gaps, process improvements, shared best practices and areas of opportunity to enhance the customer experience are reported to management on a weekly/monthly basis.
DATA MANAGEMENT: Develop and maintain standardized reporting and analysis that will provide the ability to take action on findings and recommendations. Perform call quality monitoring, customer survey analysis and ensure data consistency of quality and customer satisfaction through ongoing reporting analysis of results. Use these results to identify opportunities to improve the customer experience.
PROCESS REVIEW AND PROCEDURES: Use quality and customer satisfaction data and/or calls to perform a detailed closed case analysis and/or quality review to identify performance gaps, trends, and areas of opportunities, highlight strengths and/or provide shared best practices. Provide feedback to stakeholders and/or business partners for continuous improvement of policies and/or procedures based on compiled results.
QUALITY AND CUSTOMER SATISFACTION IMPROVEMENT: Define and manage projects with internal and/or external business partners supporting improving quality and customer satisfaction results. Identify and document enhancements to the process, to include improvement opportunities for the Call Center customer interactions, training, procedures and/or system enhancements.
TEAM MEMBER: Collaborate with call centers, internal staff and other stakeholders to support projects as determined by their leadership.
What we’re looking for...
Bachelor’s Degree; or equivalent experience required
A minimum of 3 - 4 years call center, customer service team lead, business analyst, customer satisfaction analytics
Demonstrated ability to perform data and trending analysis, identify performance gaps, highlight strengths, and provide shared best practices.
Demonstrate technical/professional expertise through problem resolution, while maintaining composure in critical situations and clearly communicate with both internal and external customers at all levels
Driven and ability to maintain knowledge of our software applications, hardware, and available resources to problem solve independently in a changing, ambiguous environment;
Strong multi-tasking, time management and strong organizational/follow-up skills
Must be able to work in a fast paced, self-directed, and team-based environment
Ability to work in matrix managed environment
Excellent analytical, organizational, communication, facilitation and presentation skills required
Demonstrated success in problem solving, team work, adaptability and decision making
Strong knowledge of Microsoft applications to include: Outlook, Excel, Word, and PowerPoint.
Familiar with Siebel CRM, Salesforce, Genesys
Knowledge of GPS technology/hardware, software management, dispatching, Google Maps or cellular services a plus.
Willingness to Travel
Willing to work a flexible schedule
Keywords: Verizon Connect
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
About the company
For more than 100 years, Verizon has been at the center of the communications revolution.
Verizon is one of the largest communication technology companies in the world.
We help people, businesses and things communicate better.
The digital world promises consumers a better, more connected life, and we’re the ones delivering it. We make it possible for people to stay in touch and businesses to connect with their customers. We’re also bringing technology and hands-on learning opportunities directly to kids who need it most. Our goal is to inspire tomorrow’s creators to use technology to build brighter futures for themselves, their families and the world.