Channel Management Consultant

at  Verizon

WHEN YOU JOIN VERIZON

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

WHAT YOU’LL BE DOING…

This position will provide critical support to Customer Service outsource vendor locations onsite. This role will require proactive strategic thinking and autonomy of independent thought. You will be focused on the performance of a portfolio of KPIs for an assigned Partner’s Operational Manager. This role proactively architects custom plans and actions tailored to unique performance of Partner’s Operational Managers team. You will be responsible for cross functional knowledge and best practice sharing. You will analyze trends and build tailored plans to improve and maximize performance of the assigned Operational Manager. You will conduct root analysis and develop improvement plans with partner management. You will spend the majority of time interacting with the vendor leadership team to develop strategy and maximize performance. The role will also create presentations and summarize key take-always, and develop strong trusting relationships with internal and external partners.
This role will also be critical in improving the new hire experience and delivering innovative ideas, through completion, to enhance the PSO operation. You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.

Activities include but are not limited to:

• Growing and maintaining partner relationships for customer support
• Developing and driving strategy with the vendor leadership team to maximize performance
• Managing vendor performance, analyzing market trends and identifying gaps for areas of improvement
• Driving performance and developing and executing on training strategies to partners
• Conducting and delivering feedback observations to improve and align with the Verizon customer experience
• Driving the new hire experience by evaluating recruitment profile, onboarding new hire into production
• Training the trainer; managing the certification process. Ensure curriculum is followed in alignment Verizon standards
• Creating processes to improve customer experience and assigned partner manager team
• Assessing all functional job tasks including daily operational goals
• Influencing action planning, implementation and execution on all KPI’s.
• Conducting daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.
• Inspecting vendor performance and ensuring Verizon quality standards and adherence to SOW
• Innovating and acting with sense of urgency to identify and remove obstacles
• Supporting in-person vendor support with meetings and training onsite internationally.