Sr. Manager Telecom & Planning

Victra - Verizon Wireless Premium Retailer • Winterville, NC

1d • Onsite

About The Position

Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way”. We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.

Requirements

• Extensive experience with Ring Central and NICE (NICE CX One Platform).
• Proficiency with third-party software, including SPAM management.
• Familiarity with IVR AI technologies.
• Experience in call center workforce management, segmentation, and call routing.
• Expertise in handling multiple customer contact methods, including calls, chat, SMS, and email.
• Advanced knowledge of Excel, including pivot tables, data analytics, and data management.
• Ability to map customer routing experiences.
• Knowledge of desk phone configuration software.
• Understanding of VOIP routing.

Responsibilities

• Ownership of Victra’s entire telecom strategy for stores, call centers, and headquarters.
• Architect, implement, and maintain customer routing and segmentation flows.
• Develop call reduction strategies through automation and AI solutions.
• Manage a small offshore telecom team.
• Integrate third-party reputation monitoring tools.
• Oversee marketing routes such as Book By, VOXY, and HubSpot.
• Manage store phone systems, including equipment, admin parameters, configuration, and HOOP.
• Own business continuity routing configuration.
• Identify, track, and resolve system issues with vendors.
• Create and maintain metric standards for telecom efficiency.
• Administer database management (user lists, archiving old data flows, categorization).
• Manage and amend agent skill routing trees.
• Utilize forecasting models (e.g., time series, regression, ML) to project demand.
• Adjust forecasts and routing for external factors like holidays, promotions, or weather.
• Collaborate with stakeholders to align routing with business goals.
• Calculate staffing requirements and support scheduling efforts.
• Evaluate forecast accuracy and implement improvements.
• Build, implement, and maintain a 24/7 telecom support plan.
• Integrate CRM platforms into routing schemes.

Benefits

• Competitive Pay
• Flexible Time Off Options
• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses and exciting contests.
• Career pathing opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed