Sr Analyst-Vendor Mgmt

Verizon; Rolling Meadows (IL); Ibrido; USD 75.000 - 123.000; Tempo pieno

Vantaggi offerti da questo lavoro

Life insurance

Parental leave

Paid holidays

Long term disability

Tuition assistance

401(k)

Descrizione del lavoro

Verizon in Illinois seeks a results-driven professional to design and manage processes for global outsourced call centers, delivering a consistently outstanding tech support experience.

You will review operations, define metrics, and drive improvements across vendors, with a willingness to travel up to 50% domestically and internationally; a Bachelor's degree or 4+ years of experience, 3+ years in relevant roles, and COPC VMO certification preferred.

Competenze

• Bachelor’s degree or four+ years of work experience.
• Three+ years of relevant experience.
• Willingness to travel up to 50% domestically and internationally.
• Certification in COPC VMO.

Mansioni

• Designing/implementing processes for global outsourced call centers to ensure consistent service.
• Reviewing current operations and recommending changes to improve service.
• Ensuring high quality performance and defining key metrics.
• Analyzing performance data to identify opportunities for improvement.
• Creating standard tools and processes for efficiency and high levels of service.

Conoscenze

Process design

Data analysis

Vendor management

Formazione

Bachelor’s degree or four+ years of work experience

Descrizione del lavoro

life insurance, parental leave, paid holidays, long term disability, tuition assistance, 401(k)

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always.

When you join Verizon

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always.

What you’ll be doing

Providing first class customer support is what we are all about and you will ensure that we deliver the best tech support to our customers. You will be designing and implementing processes for our global outsourced call centers to ensure that we are providing a consistently great customer service experience. You'll review what's in place and how we are doing today-and recommend the changes needed to make our service even better.

• Ensuring high quality performance.

• Identifying metrics, measuring performance, and making recommendations for continuous improvement.

• Implementing and managing programs to improve performance of the tech support centers.

• Creating and introducing standard tools and processes for greater efficiency and consistently high levels of service.

• Analyzing performance data and trends to identify new opportunities for improvement.

What we’re looking for

You’re a planner and putting processes in place to build order makes you smile. You like to work in teams but also do just fine working alone. Different people and situations require different approaches - and not only do you understand that diverse perspectives create stronger outcomes, but you also have an ability to flex your style accordingly. You are detail-oriented and organized without losing sight of the big picture. Digging into data to find opportunities and coming up with recommendations that will have a huge impact makes you feel good.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Willingness to travel up to 50% of the time, domestic and/or international.

Even better if you have one or more of the following:

• A degree.

• Managed vendor relationships. Ideally, global vendor partners.

• Analyzed data and identified insights and recommendations. Ideally, call center data.

• Worked independently.

• Certification in COPC VMO.

Where you’ll be working

In this hybrid role, you’ll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours 40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $75,000.00 - $123,000.00.