Contact Center Manager – Remote Work Opportunities with Verizon – Leadership Role in Customer Experience and Team Management

About Verizon and Our Culture

At Verizon, we’re driven by a passion for delivering exceptional customer experiences and a commitment to innovation. As a leader in the telecommunications industry, we’re constantly seeking talented professionals who share our vision and values. Our company culture is built on a foundation of collaboration, integrity, and respect, and we’re dedicated to creating an inclusive environment where everyone can thrive.

Job Summary

We’re seeking an experienced and motivated Contact Center Manager to join our team in a remote capacity. As a Contact Center Manager, you will play a critical role in ensuring our contact center operates efficiently while delivering exceptional customer service. You will provide visionary leadership to our agents and team supervisors, inspire and motivate staff to achieve individual and team performance goals, and foster a collaborative and high-performing environment.

Key Responsibilities
• Team Leadership: Provide visionary leadership to the contact center agents and team supervisors. Inspire and motivate staff to achieve individual and team performance goals, while cultivating a cohesive team environment that encourages collaboration and cooperation.
• Operational Management: Oversee daily operations of the contact center, ensuring adherence to quality standards, service level agreements, and operational goals. Implement effective strategies to improve overall contact center performance and service delivery.
• Performance Metrics and Reporting: Develop, analyze, and report key performance indicators (KPIs) to measure the success of the contact center. Utilize analytics to identify trends, drive decision-making, and propose process improvements.
• Project Management: Lead and manage multiple projects simultaneously, ensuring timely completion within budget and scope. Collaborate with cross-functional teams to implement new initiatives that enhance productivity and foster operational excellence.
• Training and Development: Design and implement comprehensive training programs for new hires and ongoing development for existing staff. Foster a culture of continuous learning and improvement within the team.
• Customer Experience Enhancement: Act as a key driver in enhancing the customer experience by implementing best practices and leveraging feedback to identify areas for improvement.
• Problem Resolution: Manage escalated customer complaints and concerns effectively, employing conflict resolution skills to achieve satisfactory outcomes.
• Budget Management: Assist in developing and managing the contact center budget, ensuring cost-effective operations while maintaining service quality.
• Stakeholder Communication: Serve as the primary point of contact for all internal and external stakeholders. Facilitate communication regarding operational updates, performance results, and strategic initiatives.

Requirements

Education and Experience

We’re looking for a candidate with a Bachelor’s degree in Business Administration, Management, or a related field. A minimum of 8 years of experience in contact center management or a similar role, with a proven track record of success in leading teams and improving operations, is required.

Personality Traits
• Dedicated: Demonstrates a strong commitment to achieving organizational goals and delivering unparalleled service.
• Confident: Exhibits self-assurance in decision-making, strategizing, and leading teams effectively.

Soft Skills
• Cooperation: Works collaboratively within teams and across departments to achieve common objectives.
• Project Management: Strong organizational skills with the ability to manage various projects from inception to completion, ensuring alignment with organizational goals.

Technical Skills

The ideal candidate will be proficient in contact center technology, customer relationship management (CRM) systems, and workforce management software. Strong analytical skills and experience with data-driven decision-making are also essential.

Remote Work Capabilities

As a remote worker, you must be able to work independently while fostering engagement and collaboration among team members. You should also be available to work flexible hours as required, including evenings and weekends.

Career Growth Opportunities and Learning Benefits

At Verizon, we’re committed to helping our employees grow and develop their skills. We offer a range of training programs, mentorship opportunities, and career development resources to support your professional growth. As a Contact Center Manager, you’ll have the opportunity to:
• Develop your leadership skills and manage a high-performing team
• Improve your analytical skills and make data-driven decisions
• Enhance your customer experience skills and drive business results
• Collaborate with cross-functional teams and drive strategic initiatives

Work Environment and Company Culture

Our company culture is built on a foundation of collaboration, integrity, and respect. We thrive on innovation and are dedicated to delivering exceptional customer experiences. As a remote worker, you’ll be part of a dynamic and supportive team that values flexibility and work-life balance.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:
• Competitive medical coverage
• Joining bonus
• Remote work flexibility

Equal Opportunity Statement

Verizon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to Apply

If this role sounds like a perfect fit, don’t hesitate. Apply today and let’s build the future together.

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