Dir-Cust Svc Ops

Description:
Plans, directs and manages the overall activities of Customer Service Operations for the Midwest Area.
Designs and implements plan to meet business objectives. Monitors attainment of objectives and adapts quickly to changing business conditions. Develops and implements systems and controls to improve quality and efficiency. Develops and implements department policies and procedures in support of corporate objectives. Leads, directs, coaches and develops a multi-faceted organization. Serve as the single point of contact for Customer Service on key evolution projects across all application areas.
* Responsible for Staffing, Resource Management, Forecasting, Call Volume and Workload Reduction, Reporting, Budget, Facility planning, Call Routing, Area Technology and Sarbanes Oxley.
*Drive initiatives to meet all Service, Cost and Quality targets.
*Responsibilities cover 6 or more call centers and over 4,000 employees.
*Manages annual expense budget.
*Manages capital budget
*Prepares and presents area review material to senior management team
*Represents MW Area on National CS initiatives.
*Works closely with and develops working relationships with other key stakeholders, business managers and project sponsors to ensure the expected delivery of cross-functional initiatives.

Qualifications:
* Bachelors degree and/or equivalent, related & relative job experience.
* 5-10 years extensive customer contact experience and 5 years of effective management experience.
* Strong knowledge and experience of Customer Service goals, objectives and processes.
* Expert problem-solving and negotiation skills.
* Ability to successfully communicate ideas and recommendations to all levels within organization, using negotiation, persuasion, and discretion to achieve objectives.
* Strong knowledge of capabilities of the company billing, credit and activation systems.
* Familiar with workforce management, call routing and ACD systems.
* Ability to create and achieve a desired future state through influence on organizational values, individual and group goals, reinforcements and systems.
* Ability to build successful relationships, foster effective teamwork and build and motivate teams toward improved goal achievement.
* Ability to develop and implement strategies that result in the successful achievement of critical business goals/objectives.
* Proven financial management experience and the ability to drive and support the unit's business plan to performance goals.
* Drives breakthrough results

Salary/Benefits: Salary commensurate with experience
It takes dedicated, hard-working people like you to provide the largest, most advanced, nationwide wireless network. That's why we offer some of the best benefits around. And the best part is, the day you start is the day your medical/dental/vision/life insurance, paid vacation, training and tuition reimbursement benefits start.

We also know how important work/life issues are in today's marketplace. And we reward you with competitive time off and employee assistance programs so you can manage work with the rest of your life.

Job Location: Elgin, IL

Job Number: 170151

Company URL: http://careers.verizonwireless.com

Company Profile:
With 53 million customers, Verizon Wireless is known for its reliable network and award-winning customer service. We continue to invest in our network to maintain our status as an industry leader and to remain on the cutting edge of wireless technology. We're also strongly committed to investing in our employees - who we consider to be our most valuable asset.

As part of our team, you'll join a group of over 56,000 professionals dedicated to providing the best overall wireless experience. The wide variety of roles we offer includes opportunities in sales, customer service, network engineering, marketing, accounting and any number of supporting professions that are necessary to a large organization such as ours.

At Verizon Wireless, we devote considerable resources to sustaining our employees' ambitions, growth and determination. Our mandate is to provide you with the opportunities to own your career and reach your greatest goals as part of our organization. You'll receive a total rewards package that reflects our industry stature, and you'll discover an array of training, tools and support to assist you in creating the career you've always wanted.

We're proud of the accolades we've earned, which include recognition as one of Working Mother's 100 Best Companies for four years, one of ComputerWorld's 100 Best Companies for two years, and one of Training magazine's Top 100 Training Organizations for four years. Committed to creating a workforce that represents our customers, Verizon Wireless believes deeply in workforce diversity, in both policy and practice. We invite you to consider joining us.

To learn more, visit us at: www.verizonwireless.com/careers