Verizon Wireless Work Values

Daily Duties at Verizon Wireless:

Manage, coach, develop, train and manage three team s of up to 100-150 customer service representatives along with 24 training assistants through 12 weeks training cycle per class with the goal of ensuring optimal productivity and quality customer satisfaction. Perform call monitoring and analysis for Customer Service Representatives provide direct feedback regarding call handling behaviors that are observed during monitoring sessions. This includes evaluating employee performance, providing ongoing coaching and development; conducting monthly performance reviews and handling escalated customer complaints. Ensuring that the team understands their roles to better communicate and achieve center goals & company goals. Ensuring each representative understands call center metrics including Service Levels, Adherence, efficiency, Call Work, Occupancy. Also development of each representative’s career action plans, to identify and set career goals with VZW to nurture the culture of the business. •Lead, prepare and facilitate trainings on company products and services. •Hired and Interviewed candidates for employment opportunities. •Manage and approve time reporting and keeping of direct reports •Establish, track, and meet appropriate customer service metrics based on company needs •Supervise a team of 8-12 customer service specialists and ensure they provide exceptional customer service •Responsible for day-to-day coaching and development of customer service specialist .Manage a team of 10-12 Customer Care Representatives •Coordinate work assignments of Customer Care Representatives engaged in performing a subset of the following duties to include on-line customer service/billing, customer retention and troubleshooting • Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures. • Administer training for Customer Service Representatives in coordination with the Customer Service Training and monitor/evaluate progress.

What they like about Verizon Wireless:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Peoplesoft, Microsoft Office 2010, Datawarehouse

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Change Management ? Consulting ? Project Management ? Strategic Planning

These are some of the questions we asked our climbers about their experiences with Verizon Wireless: