Job Description

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. Want in? Join the #VTeamLife.

*** This role will be based in Sta. Rosa, Laguna, Philippines

What you’ll be doing...

This position will provide critical support to Customer Service outsource vendor locations on site. 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 track and location.

• Growing 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.
• 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 to identify and remove obstacles.
• Providing vendor support with meetings and training in-person onsite internationally.
• Leveraging Google AI tools (Gems, Notebook, etc.) to perform root cause analysis trends
• Call taking for 8 hours a month

What we’re looking for...

You’ll need to have:

• Bachelor's degree or relevant work experience.
• Experience in a relevant role.
• Experience in a customer-facing role (e.g., sales, customer service, or retail).
• Experience in a People Leader role.
• Experience communicating in English, both verbally and in writing.
• Willingness to travel up to approximately 25% of the time.
• Experience working a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
• Must have a valid passport for international travel and be willing to meet international travel requirements.

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

• Knowledge of Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word, Excel).
• Ability to demonstrate self-discipline, time management skills, resourcefulness, and work collaboratively with leaders and on a team in a remote work environment.
• Experience analyzing data to make recommendations that yield a positive impact.
• Experience in a call center environment.
• Experience with vendor management.
• Experience in a trainer or quality role.
• Experience working with Mobile and/or Fios programs.
• Experience working in a remote/virtual environment with proven success.
• Knowledge of systems and tools such as Reporting dashboards, Qlik, VzStac, ACSS, ETE, Optix, Enhance, and Loyalty Tools.
• Experience in using call monitoring tracking systems/tools (Verint, Speech Analytics).
• Experience working with cross-functional teams across all levels of the organization.
• Experience in training initiatives and delivery.
• Experience with facilitation and written communication to leadership.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this worksite-based role, you'll work onsite at a defined location(s).

Scheduled Weekly Hours

40

Equal Employment Opportunity

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