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Director - Digital Integration and Personalization

01/12/2019Call Center
Job Location:
Irving, TX
Metro Area:
TX - Dallas
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

Customers rely on us for the best network and entertainment. Our employees rely on us to ensure they have the knowledge and skills necessary to service our customers. In this role, you will be responsible for leading a team that is focused on Verizon’s Consumer Call Center Technologies. This Director leadership position will focus on integrating various enterprise-wide digital solutions to support an Omni channel experience for our customers as they do business with Verizon within Consumer Contact Centers via voice or chat interactions. Your team will focus on initiatives needed to deliver customer personalization through system intelligence driven by data, visualization and digital infrastructure. In addition there is also a need to deliver personalization for our employees who interface with customers daily where appropriate. This Director will need to successfully collaborate with a broad collection of cross functional teams to deliver on set goals and objectives. Those teams include, but are not limited to:

  • Consumer Call/Chat Center Teams
  • Internal Technology Teams
  • Customer Experience Team
  • Strategy Team
  • Marketing and Product Team
  • Consumer Operations Teams
  • External and Third Party Technology Suppliers
  • You’ll motivate your team to bring their best every day. Because here, better matters.
  • Leading and motivating a team of about 60 management employees
  • Managing employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing/tracking performance, providing feedback, training/coaching.
  • Ensuring compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct.
  • Delivering on performance measures and continuously identifying new ways to improve team performance.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges surface regularly. You are a self-starter and a leader who has vision and is a forward strategic thinking. You have strong laser focus on shareholder value and exceptional ability to communicate and implement strategy. You understand the impact that every interaction has on an organization’s ability to build customer loyalty and enjoy motivating others to achieve great results. Responding to the business needs you flex your style and approach to build rapport with a diverse range of people who get the job done.

You’ll need to have:

  • Bachelors degree
  • Four or more years of relevant work experience.
  • Strong Written and Verbal Communications Skills
  • Ability to build and lead high performing teams
  • Contact Center Customer Sales and Service Experience
  • System Engineering background and experience in designing and executing system roadmaps
  • Laser focus on driving Shareholder Value
  • Keen understanding of Emerging Technologies that affect Call Center Operations and Customer Experience
  • Working knowledge of AI Domains, National Language Processing, and Machine Learning
  • Business Intelligence/Analytics (Financial, Root Cause, Big Data, etc)

Even better if you have:

  • A Master’s degree.
  • CRM or BPM Systems (Salesforce, Pega, Optix, etc)
  • OMNI-Channel Personalization Systems
  • Solution Architecture experience (evaluating technology needs and available solutions)
  • Solution Engineering Experience (designing solutions that will work within the existing constraints)
  • System Architecture Experience (designing solutions that will work within current or future technical constraints)

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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