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Vendor Manager

Job Location:
Silver Spring, MD
Metro Area:
DC - Washington DC (Hagerstown)
Company Name: Verizon
Website:  Click to Visit


The tech support Global Services Organization (GSO) is an organization that manages both onshore and offshore call centers that provide technical support to Verizon customers that subscribe to either Fios or DSL.  This Manager position will support the growth and revenue objectives within the GSO team through our Agent Reward Zone program (ARZ).  The ARZ program is designed to offer GSO tech support agency employees the opportunity to participate in the generation of sales leads of Verizon products and services. Sales leads that result in the successful sale of eligible products and services are awarded points based on the revenue value of the sale. The individual will have full responsibility for developing strategies and driving results for the ARZ program, with a high emphasis on training and development that matches the unique environment of the work space.

  • Partner with GSO Support Sr Managers and Support Team Members to drive overall Agent Reward Zone performance
  • Creating and implementing strategies to grow the suite of products that customer’s subscribe to
  • Lead programs to support generating regular recurring revenue
  • Develop and deliver training to support growth and revenue objectives
  • Experience with sales and the ability to teach fundamentals of product positioning
  • Understands customer buying habits and excels at overcoming objection
  • Able to forecast revenue generation and can communicate goals to senior leadership
  • Creating incentives and managing the reporting and engagement to drive performance improvements across the channel
  • Collaborate with other lines of business to obtain and utilize best practices in order to drive innovation with the Tech Support teams
  • Project management and development of streamlined processes to ensure succinct communication of business performance and initiatives
  • Execute strategic call studies and agent performance analysis
  • Utilize all VCM growth and revenue metrics sites and reporting to create simplified reports
  • Produce executive level communications using PowerPoint, SharePoint, CrowdAround and other application


Must have:

  • Bachelor’s Degree or equivalent work experience
  • Minimum 2 years of call center experience
  • Minimum 1 year of supervisory experience
  • Distinctive problem-solving and report analysis skills
  • Strong interpersonal skills
  • Previous experience with developing or delivering training
  • Strong communications skills: interpersonal, written and oral communication skills
  • Strong team leadership skills
  • Knowledge with sales skills and the ability to teach fundamentals of product positioning, and overcoming objections
  • Proven ability to analyze key metrics, identify trends , develop and deliver training, workshops and performance improvement initiatives
  • Advanced skills required in Microsoft Excel and Power Point


Ideally, you will also have:

  • Proficient in Verizon systems including but not limited to: Cofee, Power Coach, STAC, VZAI, CXI, Mobile Coach, Nexidia and My Info
  • Minimum 3 years of sales experience
  • Minimum 1 year of vendor management experience
  • Ability to work independently in a fast-paced, rapidly changing environment with minimal oversight and meet objectives/deadlines
  • Self-driven and able to manage multiple priorities/tasks simultaneously
  • Ability to travel to multiple locations approximately 30% of the time.  Position can be located out of Basking Ridge, or any Verizon wireline consumer call center.


Equal Employment Opportunity

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

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