Consultant-Operations Support

What you'll be doing...

The Consultant of Channel Operations for Agent Desktop Tools will be responsible for supporting agent desktop leadership to build and maintain an organization that develops operational strategies that drive efficiencies in our customer experience. As part of the Verizon Value organization, you will be accountable next to agent desktop leadership for leveraging operational insights and business intelligence to select and manage key experience platforms for agent desktop solutions and Value brands, such as Visible, Total by Verizon, and Straight Talk Wireless.

You will have accountability for the operational excellence of all experiences served through Agent desktop tools. You will lead your team to drive cost-effective, highly efficient solutions that allow our customer care agents to create convenient and personalized engagements with our customers through world-class experiences.

Your scope of work will include:

• Channel operations support across multiple agent desktop solutions (i.e. TAS, SF, Live Person, Gemba and others) for all Value brands
• Supporting integration of agent desktop tool platforms in partnership with our Value GTS team
• Supporting next to agent desktop leadership the modernization of Agent Desktop tools for all legacy TracFone brands
• Providing recommendations that leverage partner products and solutions to equip customer care agents with industry leading and innovative tools.
• Serving as a subject matter expert to business partners, collaborating cross-functionally to develop and execute platform operations responsibilities
• Working hand in hand with Contact Voice/ Chat and Customer Care leadership to ensure agent tools support proper call / chat intake and a seamless transition from the IVR / BOT / Direct Chat window or to other agents
• Subject matter expert on tool access providing recommendations on how to automate and streamline request intake processes
• Responsible for auditing and suggesting improvements meant to serve security and compliance reviews.
• Understanding business considerations, competitive landscape, and best practices and uses that knowledge to recommend to agent tools leadership implementations that drive optimal experiences
• Supporting the design and maintenance of internal processes while facilitating cross functional communication and provides consultation and advice to others, including management
• Partnering across Experience Management & Design, Base Management, Marketing, Customer Care, Learning and Development, and Engineering to develop strategies to increase platform success rate and performance optimization
• Supporting designated back office resources to deliver efficient solutions
• Leading to partner center based tool development team aiding in the prioritization of the team's backlog
• Leveraging first hand agent feedback and insights to build / enhance platforms that facilitate their experience and enables them to deliver wonderful experiences for our customers
• Using advanced analytics to identify opportunities for growth and improve overall performance and agent satisfaction

What we're looking for...

When there are challenges, people look to you for solutions. You have an ability to assess the current state, anticipate situations, and respond swiftly to achieve winning outcomes. You are a trusted leader who adapts well in a changing environment. You enjoy getting into the details while maintaining focus on the big picture. You appreciate that people have diverse styles and different needs. You feel that the best agreements deliver wins for all involved.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in contact voice/ chat and customer care leadership to ensure agent tools support proper call/ chat intake and a seamless transition from the IVR/ BOT/ Direct chat window or to other agents.

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

• Master's degree
• Demonstrated influence and communication skills across functions and levels
• Performed comprehensive cost benefit analyses