Contact Center Consultant@ Verizon

Job Information

Job Description:

What you’ll be doing…

The role of a Contact Center Consultant is to assist the Vendor Manager in managing the relationship between third-party suppliers and Verizon. Working directly with the suppliers, the Consultant is the liaison between the vendor operations, quality and training teams and Verizon. The Consultant must take proactive responsibility for tracking center performance and ensuring agreed-upon service-level agreements, performance metrics, and customer satisfaction goals are being met. This position requires flexibility and may often require work outside the normal hours of operation depending upon the location. Occasional travel to other vendor or Verizon locations may be required.

  • Ensuring high quality performance.
  • Drive revenue through proven methods and the ability to share ideas and best practices to exceed revenue targets.
  • Identifying metrics, measuring performance, and making recommendations for continuous improvement by our vendor teams.
  • Implementing and managing programs to enhance performance of the vendor tech support centers.
  • Analyzing performance data and trends to identify new opportunities for improvement to drive breakthrough performance in the vendor space.
  • Perform audits for compliance in regards to quality, revenue and coaching.
  • Ability to interpret and monitor compliance to contract requirements.

What we’re looking for…

You’re a planner and putting processes in place to create order makes you smile. You like to work in teams but also do just fine working alone. Different people and situations require different approaches – and not only do you understand that diverse perspectives create stronger outcomes, but you also have an ability to flex your style accordingly. You are detail-oriented and organized without losing sight of the big picture. Digging into data to identify opportunities and coming up with recommendations that will have a big impact makes you feel good.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience in BPO operation, preferably Tech Support – ISP.
  • Willingness to travel to on shore and off shore centers as needed.
  • Fluency in English and Spanish.

Even better if you have:

  • Managed vendor relationships. Ideally, global vendor partners.
  • Technical Support background in chat or voice contact centers.
  • Coached employees in a Call Center Environment.
  • Analyzed data and identified insights and recommendations. Ideally, call center data.
  • Worked independently, with a proven track record of successful results.
  • Certification in COPC VMO or experience in SQL Server, Tableau or other dashboard tools.
  • Proven ability to analyze key metrics, identify trends, develop training, workshops, and performance improvement initiatives.
  • Project management experience or certification.
  • Excellent oral and written communication skills.
  • Proven ability to lead teams that don’t report directly to you.

Experience Level: Mid-Senior
Work From: Onsite

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