Operations Support Senior Manager

Verizon Communications • Alpharetta, GA

328d • Remote

About The Position

The Sr Manager of Workforce Operations oversees the day-to-day management and strategic direction of the workforce intraday and back office for multiple lines of business. This role involves direct oversight of analyzing existing operational workflows, identifying bottlenecks, and implementing improvements for efficiency and cost-effectiveness. You'll need to have outstanding critical thinking skills and like solving problems. You are flexible, have strong time management skills, are dependable and work well on a team. The Sr Manager will be deeply involved in operations management, staff development and workforce management.

Requirements

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant experience is required, demonstrated through one or a combination of work and/or military experience or specialized training.
• Seven or more years experience in contact center operations, preferably in telecommunications.
• Five or more years experience in people leadership, including promoting professional development, personal accountability, innovations, and professional curiosity.
• Experience leading in a virtual, remote, and hybrid workforce model.
• Knowledge of contact center technologies and best practices.
• Proven ability to develop effective working relationships and work collaboratively with all levels of staff, clients and partners.
• Ability to work independently on various projects in a high-volume, fast-paced environment.
• Experience building executive presentations and presentations within all levels of management across an organization.
• Experience communicating with various stakeholders or organizational levels.
• One or more years of experience with ACSS or similar.

Nice To Haves

• Experience formatting raw data formulas, indexing and pivot tables and creating graphs and presentations.
• Experience pulling, reporting, and analyzing large multi-faceted data and making decisions or recommendations based on data observed.
• Experience with Workforce Execution (WFE) processes and procedures.
• Demonstrate time management skills, resourcefulness, self-discipline, and the ability to work collaboratively with leaders on a team - all in a remote work environment.

Responsibilities

• Overseeing daily operations of the contact center, ensuring efficient and effective service delivery.
• Monitor real-time performance metrics to meet targets, KPI, and SLAs.
• Implementing and optimizing workflows, processes, and systems to enhance operational efficiency and customer satisfaction.
• Creating and maintaining documentation for operational processes, ensuring compliance with industry standards and best practices.
• Providing analytical skills, troubleshooting, and management of multiple priorities.
• Crafting visually compelling slide decks for significant audience events.
• Identifying impacts and trends to improve timelines and processes.
• Strong communication skills, effectively setting expectations across work groups and with leadership.
• Leading, mentoring, and developing a high-performing team.
• Foster a culture of continuous improvement and professional development within the team.
• Ensuring the team meets or exceeds Service Level Agreements (SLAs) with internal and external stakeholders.
• Directly manage consultant-level employees, setting clear goals, providing guidance, and conducting performance reviews.
• Foster a culture of collaboration, innovation, and continuous learning within the Workforce Management team.
• Building and maintaining strong relationships with stakeholders and partners, understanding their needs and ensuring their satisfaction.
• Providing regular updates and reports regarding performance metrics and operational improvements.
• Proactively collaborating with both vendors and internal teams.
• Developing and implementing strategic plans to achieve all objectives and improve performance.
• Collaborating with cross-functional teams to align contact center operations with broader organizational goals.
• Identifying and implementing best practices and innovative solutions to drive operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Telecommunications
• Education Level: Bachelor's degree